Satisfying Consumer Needs by Considering Quality Parameters

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Eslamipoor, Reza | 2013

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Type of Document: M.Sc. Thesis
Language: Farsi
Document No: 44606 (01)
University: Sharif University of Technology
Department: Industrial Engineering
Advisor(s): Mahlooji, Hashem
Abstract:
In many cases even high-quality products cannot satisfy the customer needs and this leads to having a lower share of the market. To achieve this purpose, customer satisfaction and robust design are regarded simultaneously to achieve a better quality. Balance Score Card (BSC) is proposed as a technique that could potentially has a great improvement effect on customer satisfaction. Moreover, with a non-linear programming (NLP), a novel method for integrating RSM and BSC have been proposed to accede robustness in design. The opinions of the customers are regarded in every system design, parameter design and tolerance design. To validate the applicability of the proposed approach, the approach has been implemented in a real case of manufacturing system and the results compared with some resembled approaches. Research findings show that the proposed method is much more consistant in comparison with similar methods
Keywords:
Customer Satisfaction ; Balanced Scorecard ; Quality ; Performance Improvement

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