Customer-Driven Software Product Development Software Products for the Social Media World – A Case Study

Quality Function Deployment (QFD) has long been used as a successful design methodology in the heavy industrial and automotive industries. QFD helps designers utilize the ‘voice of the customer’, or customer requirements, to determine which engineering metrics or product specifications are the most essential [1]. This prioritization helps designers know what part of the product or process is most beneficial to focus on during design, resulting in products that better meet customer requirements and generate increased commercial success. QFD and most other design methodologies have rarely been applied to MEMS products [2]. In the case of QFD, the structure of the most common format of the tool dictates that engineering metrics should be related to parts characteristics in the second step of applying QFD. This causes difficulties in using the tool for MEMS as most MEMS do not have physical ‘parts’ that are assembled into a final device. Rather, MEMS have product specifications and a manufacturing process used to create the product. Generally there is a tight link between product and process in MEMS. This link has been utilized in creating a modified version of QFD that relates engineering metrics to design concepts, including product conceptualization and manufacturing process. The modified QFD utilizes aspects of Pugh Concept Selection, and differs from typical QFD primarily in consideration of product idea and manufacturing process in the early phases of product definition. The modified QFD was applied to a MEMS project whose goal was to develop a handheld device that allows users to control the selection and release of a variety of stored scents. The technique was also applied to a microscale heat exchanger for integrated circuits. The scent dispenser and heat exchanger were designed and prototyped at Stanford University in 2005 and 2006, respectively. The modified version of QFD gave insight early in the product definition phase on which design concept to pursue to prototype. Use of this and other design methodologies in the MEMS field could shorten the time it takes to progress through product development to volume manufacturing, and increase confidence in the marketability of the chosen design and manufacturing process. A case study demonstrating the effects of using modified QFD Phase II to assist in finding a good fit between technical capabilities and market application was performed by the author on an acoustic sensor technology [3].

Topic modelling-based decision framework for analysing digital voice of the customer

Application of quality function deployment in the semiconductor industry: A case study

Purpose In health services, the perceived service quality plays a preponderant role in its continuous improvement. This study sought to integrate the perceived service quality as the customer’s voice in the quality function deployment (QFD) for the improvement of healthcare services in the city of Tunja, Colombia. Design/methodology/approach A study was carried out with the adaptation of the SERVQUAL and SERVPERF scales applied to a sample of 378 users of a State Social Company (SSE). An exploratory factor analysis (EFA) was developed to find the factors that influence the quality of the health service under study and integrate them into a QFD matrix, whose output is the criteria for service improvement. Findings The QFD analysis allowed the formulation of twelve improvement actions for the quality of the service provided by the SSE. Consequently, the improvement in health services can be achieved through the voice of the customer and the identification of priority technical conditions to intervene in the service. Originality/value In the case of the context under study and for outpatient ambulatory care services, it is the first study on the dimensions of perceived quality that influence the outpatient service and from these results to use QFD to generate improvement alternatives to the service.

In a world of ever-growing customer data, businesses are required to have a clear line of sight into what their customers think about the business, its products, people and how it treats them. Insight into these critical areas for a business will aid in the development of a robust customer experience strategy and in turn drive loyalty and recommendations to others by their customers. It is key for business to access and mine their customer data to drive a modern customer experience. This article investigates the use of a text mining approach to aid sentiment analysis in the pursuit of understanding what customers are saying about products, services and interactions with a business. This is commonly known as Voice of the Customer (VOC) data and it is key to unlocking customer sentiment. The authors analyse the relationship between unstructured customer sentiment in the form of verbatim feedback and structured data in the form of user review ratings or satisfaction ratings to explore the question of whether customers say what they really think when given the opportunity to provide free text feedback as opposed to how they rate a product on a scale of one to five. Using various Sentiment Analysis approaches, the authors assign a sentiment score to a piece of verbatim feedback and then categorise it as positive, negative, or neutral. Using this normalised sentiment score, they compare it to the corresponding rating score and investigate the potential business insights. The results obtained indicate that a business cannot rely solely on a standalone single metric as a source of truth regarding customer experience. There is a significant difference between the customer ratings score and the sentiment of their corresponding review of the product. The authors propose that it is imperative that a business supplements their customer feedback scores with a robust sentiment analysis strategy.

The house of quality (HOQ) has been widely proposed as a method for capturing the voice of the customer (VOC) when developing requirements for new products. The methodology has lacked a formal mechanism for trading off customer preferences with technical feasibility and economic reality. We propose a non-linear mathematical program for determining the optimal engineering specifications during new product development as a function of elicited customer value functions, engineering development and production costs and development time constraints. The model is shown to be computationally feasible for realistic-size problems and to outperform heuristic approaches. Copyright © 1999 John Wiley & Sons, Ltd.

Given design problems today, many organizations now implement Design for Six Sigma (DFSS) initiatives. One DFSS tool is quality function deployment (QFD), which is a design approach that proactively translates customers' needs into technical design requirements. The QFD methodology has been well documented in the literature, yet few researchers have investigated how this process may be used to solve multiresponse optimization problems. Here, we demonstrate a new approach that combines aspects of QFD within the traditional robust design methodology to address this issue. The methodology is demonstrated through an illustrated example, which is compared to the traditional robust design approach.

The paper explores the impact that the outsourcing of In-bound Call Centers have on customer service experience at a major mobile telecommunications company in South Africa. A quantitative approach was used to obtain data from a convenience sample of customers, using a special on-line questionnaire, namely, Net Promoter Score (NPS) which was distributed to all customers who contacted the In- and Out-bound Call Centers over a 5-month period, by providing participants with them with a link via SMS. The data was analysed using “in Quba Voice of the Customer (VoC),” which is a customer experience software that allows for capturing of every layer of the customer’s journey, including experiences, transactions and touch points across all customer dimensions and media types. The findings reveal that customers responded favourably to the outsourced Call Center with regard to their overall experience, the quality of the agents and loyalty towards the company.

Identifying passengers’ needs in cabin interiors of high-speed rails in China using quality function deployment for improving passenger satisfaction

This study investigates net promoter score changes due to the emotional value and experience of middle-class customers. A total of 150 respondents wereselected, while 96 brands were observedbased on the respondent's daily life needs, such as clothes, cafes, gadgets and travels, amongothers. Customers experience was measured by analyzing their interactions with the brands they use. The emotional value was measured by the positive or negative emotion score of each brand. The gap between brand Promoter and Detractor is the Net Promoter Score. Thisresearch shows a positive correlation between customer experience, emotional value, and net promoter score. Data were analyzed using the Multiple regression method.

使用动态主题建模和净推荐值分析酒店行业的在线客户体验研究目的本研究旨在通过动态主题建模和净推荐值分析酒店业的在线客户体验。 提出了一种用于收集、预处理和分析在线评论的新模型, 以了解语料库中的隐藏信息并获得客户体验。研究设计/方法/途径收集了一个包含 259,470 条英文客户评论的语料库。 研究人员通过 Perplexity 和 Coherence Score 测量结果进行了实验, 并选择了最佳的 K 参数（主题数量）作为模型的输入参数。 最后, 团队使用 Latent Dirichlet allocation (LDA) 模型和具有 K 系数的 Dynamic Topic Model (DTM) 在语料库上进行实验, 以探索语料库中的潜在主题和主题随时间变化的趋势。研究发现主题模型的结果显示了隐藏的主题, 其中包含与客户相关的顶级高概率关键字以及主题随时间的变化趋势。 此外, 该研究还根据客户评分计算和分析净推荐值 (NPS), 并将其显示在概览仪表板上。研究局限性/意义实验中使用的数据只是所有用户评论的一部分; 因此, 它可能无法反映所有当前的客户体验。实践意义酒店业公司的管理和业务发展也可以受益于主题模型和 NPS 分析的实证结果, 这将支持决策制定, 帮助企业改进产品和服务, 提高现有客户满意度, 并吸引新客户 .研究原创性/价值本研究不同于以往的研究, 因为它试图填补以酒店业在线客户体验为重点的研究空白, 并使用文本分析和 NPS 来实现这一目标。

In an increasing number of aggressive enterprise world, “time to market” concerning products has come to be a solution element because of enterprise success. There are exceptional techniques so expect layout mistakes or open products concerning the need between much less time. Among the most used methodologies in the design and setting about stability the requirements, Quality Function Deployment (QFD) and Design for Six Sigma (DFSS) execute remain used. In the prototyping phase, such is feasible in imitation of tackle the rising science regarding additive manufacturing. Today, three-dimensional stamping is in the meanwhile used as a rapid prototyping technique. However, the actual challenge that enterprise is going through is the use of these machineries for large-scale production about parts, at last viable along current HP Multi fusion. The aim of this article is to study the interactive design and engineering applied to the entire product development process taking advantage of the most modern models and technologies for the final realization of a case study that involves the design and prototyping of an innovative multifunctional fan (Lamp, Aroma Diffuser and fan) through the Multi Jet Fusion of HP. To begin with, issues related to the DFSS, the QFD and their application to identify the fan requirements are explored. Once the requirements have been defined, the modern CAD design systems and the CAE systems for the validation of the case study will be analyzed and applied. Finally, HP’s Multi Jet Fusion methodology and design rules for additive manufacturing will be analyzed in detail, trying to exploit all the positive aspects it offers.

The main issue of this proposal is the poor Customer Experience of Indihome customers in an era that is "forced" digitally faster amid covid conditions, including temporary and partial service handling, corrective solution approaches, inaccurate determination of root cause analysis, negative sentiment on social media and many customer problems that are not complete end to end but are more escalated to people known in the company Telkom so that transdisipliner research is needed to solve this complex problem in the digital era and post-disciplinary approach. Data will be obtained from the voice of the customer, in the form of customer complaints and expectations. This customer voice will later be analyzed related to Telkom's frontline services, how they resolve customer requests, how IT Tools connects frontline services with back rooms or network handling in Telkom companies, as well as digital infrastructure that supports customer experience improvement. The strategy carried out is to explore the voice of the customer, the approach to the customer is carried out by dividing into 7 customer journeys when connected with telecommunications companies. By studying this and looking for the best solution, Telkom will be able to provide satisfaction to customers and improve customer experience will reduce the number of customers who withdraw, increase revenue and ultimately win the Global competition in the field of Telecommunications in accordance with the 6 principles of The Rhizome.

Enhancement of web design quality through the QFD approach

This study investigates the impact of optimised processes on individual customer experience management (CXM) scores, and explores key metrics such as net promoter score (NPS), customer satisfaction score (CSAT), and customer effort score (CES). Employing a mixed-method approach, the research integrates quantitative surveys and qualitative insights to understand how process optimisation influences customer experience. Findings reveal that optimised processes positively affect NPS and CES ratings, enhancing customer loyalty and reducing effort. Further studies are suggested to explore potential impacts on CSAT scores. These insights contribute to customer experience and business process management (BPM), emphasising the importance of continuous improvement and customer-centric strategies for achieving higher CXM scores and driving business success.