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

MOĞOL SEVER M.

INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT, cilt.35, sa.9, ss.1907-1919, 2018 (ESCI) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 35 Sayı: 9
  • Basım Tarihi: 2018
  • Doi Numarası: 10.1108/ijqrm-03-2017-0043
  • Dergi Adı: INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT
  • Derginin Tarandığı İndeksler: Emerging Sources Citation Index (ESCI), Scopus
  • Sayfa Sayıları: ss.1907-1919
  • Anahtar Kelimeler: House of Quality, Quality function deployment, C, I process, Hotel reservation system, Voice of Hotel, PRODUCT DEVELOPMENT, QFD, CUSTOMER, SERVICE, REQUIREMENTS, SYSTEM
  • Anadolu Üniversitesi Adresli: Evet

Özet

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.