A Fuzzy Three-Dimensional House of Quality to Integrate and Coordinate Departments’ Activities in Organizations

This study aims to introduce a method integrate and coordinate departments’ activities enhance the service quality of organizations using Quality Function Deployment (QFD). To this purpose, classical two-dimensional House Of (HOQ) matrix is changed three-dimensional form (3D-HOQ). The 3D-HOQ applied marketing Human Resources (HR) departments bank determine customers’ employees’ demands, respectively. also employed provide unique list technical requirements satisfy identified demands. Obtaining with cooperation both reduces inconsistency between departments, saves cost time by preventing reworks parallel works, increases organization’s efficiency. Moreover, combined SERVQUAL technique fuzzy theory weight obtained requirements. conducted in four main steps, (1) identifying (2) for simultaneous satisfaction (3) determining relationships (4) prioritizing Applying resulted 30 50 results show that "using new banking technologies" has highest among "job security" been found have "Intra-organizational processes automation" as requirement weight.