Scholarly record

PROCESS MAP TO CREATE ADDED VALUE TO CUSTOMER BASED ON QUALITY DEPLOYMENT FUNCTION

Bogdan Fleaca, Mihai Corocaescu

Abstract

The competitive markets complemented by the concern for resources and environmental protection represent real and actual challenges factors for any organization. The customers call for special attention and organizations integrate the customer-centred approach in their strategies as main vehicle for achieving performance objectives. One of the well-known methods in this matter is referring to the Total Quality concept which supports checking and implementing different quality models needed to improve the competitive advantage. The paper targets the methods suitable for operational level since improvements in operational activities may be obtained with the aid of the Quality Function Deployment (QFD) and SIPOC (Supplier пїЅ Inputs пїЅ Process пїЅ Outputs пїЅ Customers) methods, both applied within business process management (BPM) concept, as key means for targeting complex business scopes. The results revealed a new way of using these methods by considering only the characteristics which create added value to customers. By performing the proposed methodology in order to resolve specific customersпїЅ needs, the authors used QFD structure, steps and purpose, whilst process components were taken from SIPOC method in order to ensure the structural visibility of both methods considered. Finally, the process flow diagram may be performed before starting to apply QFD matrix and tables, so as the flow of activities become better understandable and more clear.

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DOI resolver: doi.org/10.5593/sgem2017/53/s21.081

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