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Title: PROCESS MAP TO CREATE ADDED VALUE TO CUSTOMER BASED ON QUALITY DEPLOYMENT FUNCTION
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PROCESS MAP TO CREATE ADDED VALUE TO CUSTOMER BASED ON QUALITY DEPLOYMENT FUNCTION
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1314-2704
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English
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17
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53
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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 ? Inputs ? Process ? Outputs ? 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 customers? 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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conference
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17th International Multidisciplinary Scientific GeoConference SGEM 2017
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17th International Multidisciplinary Scientific GeoConference SGEM 2017, 29 June - 5 July, 2017
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Proceedings Paper
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STEF92 Technology
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International Multidisciplinary Scientific GeoConference-SGEM
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Bulgarian Acad Sci; Acad Sci Czech Republ; Latvian Acad Sci; Polish Acad Sci; Russian Acad Sci; Serbian Acad Sci & Arts; Slovak Acad Sci; Natl Acad Sci Ukraine; Natl Acad Sci Armenia; Sci Council Japan; World Acad Sci; European Acad Sci, Arts & Letters; Ac
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657-664
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29 June - 5 July, 2017
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website
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cdrom
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4249
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quality deployment function; business process management; process improvements; SIPOC diagram
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