عنوان مقاله [English]
In this era one of the specifications of a successful, innovative and effective organization is to get familiar to its customers' requirements to use this information for improving the quality of the goods and services. This specifications may help the mentioned organization to take steps toward customers' content .One of the effective instruments applied for this purpose is a technique called QFD which forms the base of this study.To acquire information about requirements of passengers in trains with specific facilities, organized interviews and questionnaires were use in this research, which their constancy were evaluated and approved. The information about the travelers requirements were then sorted and organized. The next step was to analyze the requirements according to their priority and based on their significance as well as the quality of content in the view of customers who, in this paper, are passengers. The paper applied to three matrix models matched QFD to analyze the passengers' requirements. The paper, in conclusion, introduces the operational methods needed for providing services which is required to satisfy passengers who use trains with special facilities. IntroductionQuality function deployment (QFD) is "an overall concept that provides a means of translating costumer requirements in to the appropriate operation requirements for each stage of service deployment".Three approaches of quality function deployment to improve the quality of product/service are: the 4-matrix model or the 30-matrix model or 3-matrix model The 4 and 30 matrix models use in the product industries and the third one using the service industries.Steps of the completion of house of quality in 3-matrix modelThis model has many steps to follow, all of which are interconnected to from the house of quality matrices. The HOQ matrix whose name drivers from its house-like appearance is a combination of sub-matrices used increase customer satisfaction by developing services exactly demanded by customers. The sections constituting the HOQ matrix are namely:
1- Customer needs and requirements (voice of customer)
2- Service specification
4- Planning matrix
7- weights & targets.
Application of 3-matrix model of QFD in train and its conclusionFor using QFD in special trains, first, passenger requirement have been collected. For this aim personal and structural interview with 23 person of special trains has been done and with conclusion of this interview and received complains from passengers, a questionnaire has been designed for evaluating the importance of the passenger requirements and satisfaction of the passengers by likert scales and the reliability and validation of the questionnaire has been checked and the number of reliability that calculated from the coefficient Kronbakh was 0.987. Whereas the number of the requirements of the experimental QFD project must be between 20 and 30 and with this notification that the amount of collected requirement from passenger was 58, so the 23 requirements with priority has been collected.The 3-matrix model of QFD has been used for this project. In first matrix, requirements of the passengers in the brain storming meeting has been translated to service specifications then after filling the sections of the services planning matrix, in the second matrix services specifications with priority has been translated to key process operation and finally in the third matrix each of collected key process operation from the second matrix, has been translated to operation requirement.