Pregled bibliografske jedinice broj: 983396
THE USE OF QUALITY FUNCTION DEPLOYMENT METHOD IN DEFINING VOICE OF CUSTOMER: CASE OF GRC GROUP
THE USE OF QUALITY FUNCTION DEPLOYMENT METHOD IN DEFINING VOICE OF CUSTOMER: CASE OF GRC GROUP // Book of Proceedings - Quality Makes a Difference / Drljača, Miroslav (ur.).
Zagreb: Hrvatsko društvo menadžera kvalitete, 2017. str. 505-517 (predavanje, međunarodna recenzija, cjeloviti rad (in extenso), stručni)
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Naslov
THE USE OF QUALITY FUNCTION DEPLOYMENT METHOD IN DEFINING VOICE OF CUSTOMER: CASE OF GRC GROUP
Autori
Hrgović, Iva ; Plantić Tadić, Diana ; Bautović, Mirjana
Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), stručni
Izvornik
Book of Proceedings - Quality Makes a Difference
/ Drljača, Miroslav - Zagreb : Hrvatsko društvo menadžera kvalitete, 2017, 505-517
ISBN
978-953-8067-03-7
Skup
17th International Symposium on Quality
Mjesto i datum
Zadar, Hrvatska, 16.03.2016. - 18.03.2016
Vrsta sudjelovanja
Predavanje
Vrsta recenzije
Međunarodna recenzija
Ključne riječi
QFD method, voice of customer, improvement of business, business software, customer satisfaction
Sažetak
The aim of this paper is to identify the areas that can raise the level of business quality of a certain business organization and its main process by applying QFD method as well as defining „the voice of customer“. The company GRC group d.o.o. offers solutions for business software, which is the company's core business. Before applying QFD method , a market research has been conducted using interview method .The users of GRC group services have been interviewed in order to find out how satisfied they are with the service. Based on the general features given, the users have evaluated the importance of certain software features as well as the behaviour of service provider. After that, on the basis of the same features, they compared the GRC group with its main competitor. The result of the research has shown that GRC group has more positive business results, but, at the same time, there are certain activities in the process that should be improved. These areas of improvement are related to the behaviour of staff (not kind enough) and to the high price of software. In order to decrease the effect of these negative elements and, at the same time, to increase the quality, it has been reccommended to invest in the employee development, communication and training and to reduce the price and/or make the existing products more attractive by offering extra services such as longer guarantee or free software testing, which would eventually increase customer satisfaction and make the business results of GRC group better.
Izvorni jezik
Engleski
Znanstvena područja
Ekonomija
