Improving Mobile Services Design: A QFD Approach

نویسندگان

  • X. Zheng
  • P. Pulli
چکیده

The quality of mobile services in the mobile and wireless world is ultimately judged in terms of customer satisfaction. This is particularly true for the third generation (3G) and beyond multimedia mobile services which should meet or exceed customer expectations. In this study Quality Function Deployment (QFD) is used for the first time as a quality improvement approach for building customers’ requirements into mobile services. Traditionally QFD approach is adopted in product and manufacturing industries. In this paper QFD is extended to mobile service industry which is such a promising industry in today’s information society. This paper proposes a generic framework based on QFD concepts and practices to improve mobile service design and development. An example is presented to illustrate the use of QFD for mobile e-learning services for university students and lecturers. The data transmission speed is found to be the most critical requirement in mobile e-learning services. By the use of QFD the developed mobile services can best meet customers’ requirements or even exceed their expectations. At the end of this paper some benefits as well as further improvements regarding QFD approach are discussed and concluded.

برای دانلود متن کامل این مقاله و بیش از 32 میلیون مقاله دیگر ابتدا ثبت نام کنید

ثبت نام

اگر عضو سایت هستید لطفا وارد حساب کاربری خود شوید

منابع مشابه

Improving the quality of hospital services using the QFD approach and integration with kano analysis under budget constraint

Background and Objectives: One of the main concerns of hospital managers is their ability in improving their organization's performance. The use of quality management and decision-making techniques facilitates managers to achieve this goal. In this research, the corrective activities to increase the quality of hospital services are determined and selected using an integration o...

متن کامل

A Quality Function Deployment Based Approach in Service Quality Analysis to Improve Customer Satisfaction

In metropolitan development management, quality of public services is influential in every public sector to satisfaction of citizens on quality of services. Nowadays, satisfaction are with such important matters that should be considered in the planning, implementation, management and maintenance of many public services such as subway, transportation, traffics, parks, markets and so on. Th...

متن کامل

Optimal Strategies of Increasing Business Alignment, in Social Security Organization, with Quality Function Deployment (QFD) Approach

Considering the importance of the concept of strategic alignment of information technology (IT) in today economic organizations, this study attempted to extract the organization's IT strategies in order to increase the degree of strategic alignment and consequently the optimal strategies in the field of marketing and service delivery for social security organization. Using QFD technique and hie...

متن کامل

Improving Mobile Grid Performance Using Fuzzy Job Replica Count Determiner

Grid computing is a term referring to the combination of computer resources from multiple administrative domains to reach a common computational platform. Mobile Computing is a Generic word that introduces using of movable, handheld devices with wireless communication, for processing data. Mobile Computing focused on providing access to data, information, services and communications anywhere an...

متن کامل

Improving Mobile Grid Performance Using Fuzzy Job Replica Count Determiner

Grid computing is a term referring to the combination of computer resources from multiple administrative domains to reach a common computational platform. Mobile Computing is a Generic word that introduces using of movable, handheld devices with wireless communication, for processing data. Mobile Computing focused on providing access to data, information, services and communications anywhere an...

متن کامل

ذخیره در منابع من


  با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید

برای دانلود متن کامل این مقاله و بیش از 32 میلیون مقاله دیگر ابتدا ثبت نام کنید

ثبت نام

اگر عضو سایت هستید لطفا وارد حساب کاربری خود شوید

عنوان ژورنال:
  • Computing and Informatics

دوره 26  شماره 

صفحات  -

تاریخ انتشار 2007