Applying QFD to Transform the Voice of Customers in Service Training into Educational Requirements (case study: Astan Quds Razavi Central Library Organization)

Document Type : Research Paper

10.22111/jmr.2012.663

Abstract

The Quality Function Deployment (QFD) model is an approach which- by using three-step method in education field- can be effective in identifying customers' (learners') needs as well as improving their effectiveness and satisfaction in achievement to educational goals, curriculum planning, and other applications by providing operational solutions for quality services and programs. It is shown in this study how the staff training center in Astan Quds Razavi can use the service and three-step method of QFD for step by step transforming the voice of customers (VOC) into operation requirements. In this model the key demands of education customers -employees- were identified using open questionnaires, interviews and participatory methods of observation. These demands were rated and, by Quality House Method, transformed into the educational requirements; then they were used. Research findings show that the training requirements can be found in the content, space and equipment, teachers, and the service training curriculum in organization, respectively.

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References

منابع فارسی
1-رضایی ، کامران .حسینی آشتیانی ، حمید رضا و هوشیار، محمد.(1380).QFD                                     رویکردی مشتری مدار به طرح ریزی و بهبود کیفیت محصول .چاپ دوم ، تهران : نشر آنتا.
2-سالیس ، ادوارد (1380) .مدیریت کیفیت فرآگیر در آموزش ، ترجمه علی حدیقی ، انتشارات هوای تازه .
3-عباسپور ، باقر (1381). " کاربرد QFD در تأمین خواسته های مشتریان به آموزش در طرح مدیران مرکز آموزش مدیریت دولتی " ، پایان نامه کارشناسی ارشد موسسه عالی آموزش و پژوهش مدیریت  و برنامه ریزی.
4-هوارن ، برایان و همکاران (1381) . QFD در خدمات ، ترجمه محمد رضا عباسی و مهشید یزدان پناه ، انتشارات مرکز آموزش مدیریت دولتی.
5-یار محمدیان ، محمد حسین و یوسفی ، علیرضا و انصاری ، مریم ( 1383) . " نیاز سنجی مدیران بیمارستان از طریق تحلیل شغل : یک مطالعه کیفی" ، مجله مدیریت و اطلاعات در بهداشت و درمان ، سال اول شماره اول بهار و تابستان 1383.
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