Improving check-in (C/I) process: an application of the quality function deployment

MOĞOL SEVER M.

INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT, vol.35, no.9, pp.1907-1919, 2018 (ESCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 35 Issue: 9
  • Publication Date: 2018
  • Doi Number: 10.1108/ijqrm-03-2017-0043
  • Journal Name: INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT
  • Journal Indexes: Emerging Sources Citation Index (ESCI), Scopus
  • Page Numbers: pp.1907-1919
  • Keywords: House of Quality, Quality function deployment, C, I process, Hotel reservation system, Voice of Hotel, PRODUCT DEVELOPMENT, QFD, CUSTOMER, SERVICE, REQUIREMENTS, SYSTEM
  • Anadolu University Affiliated: Yes

Abstract

Purpose Quality function deployment (QFD) is a suitable tool for understanding the expectations of hotel guests from services provided to them and designing the new one. It is also a well-known technique for improving service and product quality in general. First applied by Yoji Akao in 1960, the idea behind QFD is to understand the customer needs and determine the problem which might be associated with product or service provided by an enterprise. The purpose of this paper is to present how check-in operations in hospitality business can be improved with the help of QFD.