As the introduction of semiconductor¡Bcomputer¡Bnetwork communcation¡Bmulti-media technology¡K¡Ketc. and the development and application of relevant automotive electronics, the car has becoming a high technological product instead of a traditional and machnical conveyance. Based on IC Insights, over 40% of vehicles will be equipped with automotive electronics and the automotive electronics market will reach the scale of US$192 billion in 2010. The scale of market is expected to reach the record of US$400 billion that represented over 50% of vehicles will be equiped with automotive electronics in 2015. The automotive electronics was divided to six functional field including ¡§Powertrain¡¨¡B¡¨Body¡¨¡B¡¨Chassis¡BSecurity¡¨¡B¡¨Safety¡¨ and ¡§Driver information¡¨. According to the research of IEK, ¡§Tire Pressure Monitoring System¡¨ is the most potential product in ¡§Safety¡¨ field for Taiwan manufacturers of IT industry to invest their resource. Based on Strategy Analytics, the global market of Tire Pressure Monitoring System reaches the scale of US$200 million in 2004 and the growth is expected to reach the record of US$1,279 million in 2008 and 63.6% annual compound growth. Quality Function Deployment (QFD) is a systematical tool with customer orientated concept. Adopting QFD method to product design efficiently is able to shorten development time¡Breduce cost and improve quality to satisfy customer¡¦s needs in his or her mind. This research is completed by case study of Tire Pressure Monitoring System (TPMS) which is developed by certain Taiwan company with potentials that is chosen by specialists. In this research we try to collect related information about certain company and explore customer¡¦s real-life needs by conducting questionnaire surveys. Kano¡¦s two-dimensional quality model is applied to identify customer¡¦s critical quality requirements. Quality factor¡Bsub-system/component and process are deployed by the matrix method of QFD to recognize key items for improving product design.

Due to its complex and multidisciplinary nature, the conceptual design phase of helicopters becomes critical in meeting customer satisfaction. Statistical (probabilistic) design methods can be employed to understand the design better and target a design with lower variability. In this thesis, a conceptual design and helicopter sizing methodology is developed and shown on a helicopter design for Turkey.

Η παρούσα διπλωματική εργασία εκπονήθηκε στα πλαίσια του μεταπτυχιακού προγράμματος MBA «Νέες αρχές Διοίκησης Επιχειρήσεων» του τμήματος Διοίκησης Επιχειρήσεων του Πανεπιστημίου Πατρών, κατά το έτος 2013. Αντικείμενο της εργασίας είναι η παρουσίαση μιας μεθοδολογίας που μπορεί να αξιοποιηθεί για τον σχεδιασμό καλύτερων υπηρεσιών. Η εφαρμογή πραγματοποιείται για την διερεύνηση της αποδοτικότητας των υπηρεσιών μιας τράπεζας. Για τον σκοπό αυτό χρησιμοποιήθηκαν προκαθορισμένα κριτήρια (πρόταση από φίλο, φήμη, έξοδα λογαριασμών, τοποθεσία, επιτόκια δανείων, πάρκινγκ, πιστωτική πολιτική) τα οποία διαδραματίζουν σημαντικό ρόλο στην απόφαση των πελατών για την τράπεζα που θα επιλέξουν. Τα κριτήρια αυτά εξετάζονται ξεχωριστά για κάθε τμήμα της τραπεζικής αγοράς (στεγαστικά δάνεια, καταναλωτικά δάνεια, πιστωτικές κάρτες, άλλα δάνεια, λογαριασμοί ταμιευτηρίου, λογαριασμοί προθεσμιακών καταθέσεων και μερίδια αμοιβαίων κεφαλαίων) και υπολογίζονται οι συντελεστές στάθμισης που αντιστοιχούν στο καθένα. Οι συντελεστές αυτοί, έχουν ιδιαίτερη αξία για τα στελέχη της τράπεζας γιατί δείχνουν την αξία που έχει κάθε κριτήριο για τον πελάτη. Με αυτό τον τρόπο, τα στελέχη έχουν την δυνατότητα να σχεδιάσουν τις τραπεζικές υπηρεσίες δίνοντας μεγαλύτερη έμφαση στα κριτήρια με τη μεγαλύτερη βαρύτητα έτσι ώστε να επιτυγχάνεται καλύτερη ικανοποίηση των αναγκών των πελατών. Πιο συγκεκριμένα, στην παρούσα εργασία μελετάται η περίπτωση μιας ελληνικής τράπεζας, που κατέχει υψηλό μερίδιο αγοράς και για καθεμία από τις υπηρεσίες της υπολογίζονται οι συντελεστές στάθμισης. Η τράπεζα αυτή αναφέρεται ως Τράπεζα Χ στην υπόλοιπη εργασία για ευνόητους λόγους. Η επίλυση του προβλήματος πραγματοποιείται με δύο τρόπους: 1) με την χρήση της μεθοδολογίας AHP (Analytic Hierarchy Process) σε συνδυασμό με τη μέθοδο QFD (Quality Function Deployment) για την συμπλήρωση του πίνακα HOQ (House of Quality) και 2) την χρήση της μεθοδολογίας DEAHP (Data Envelopment Analytic Hierarchy Process) σε συνδυασμό με το QFD για την συμπλήρωση του HOQ. Τα αποτελέσματα της παρούσας μελέτης δείχνουν ότι και στις δύο μεθοδολογίες η κατάταξη των κριτηρίων βάσει των προτιμήσεων των πελατών είναι σχεδόν η ίδια. Συγκεκριμένα, τα δύο πρώτα κριτήρια στα οποία οι πελάτες δίνουν μεγαλύτερη βαρύτητα είναι τα έξοδα λογαριασμών και τα επιτόκια δανείων. Ακολουθούν τα κριτήρια φήμη, πρόταση από φίλο, πάρκινγκ κατά φθίνουσα σειρά κατάταξης και τελευταία είναι τα κριτήρια τοποθεσία και πιστωτική πολιτική. Ωστόσο, οι συντελεστές βαρύτητας των κριτηρίων που υπολογίστηκαν είναι διαφορετικοί στο συνδυασμό των μεθοδολογιών QFD-AHP σε σχέση με QFD-DEAHP. Αυτό συμβαίνει λόγω των διαφορετικών τρόπων επίλυσης και διαφορετικών υποθέσεων που χρησιμοποιούνται σε καθεμία μεθοδολογία. / This study was conducted at the Department of the Postgraduate program “New principles of Business Administration” in department of Business Administration of the University of Patras. The objective of this study is to present a methodology which can be used to design better services. This methodology is applied in order to investigate the efficiency of the services of a bank. For this purpose we used pre-defined criteria (recommendation by friends, reputation, expense accounts, location, interest charges on loans, parking, credit policy) which play an important role when the customers select a bank. These criteria are examined separately for each segment for the banking market (housing loans, consumer loans, credit cards, other loans, direct access deposits, time deposit accounts, matual funds shares) and we calculate the relative weight of each criterion. The relative weights above are important for the bank executives because they show the impact of each criterion in the opinion of customers. In this way, executives are able to design their banking services placing emphasis on the criteria with the highest preference in order to satisfy customer needs. Specifically, in this study we examine the case of a Greek bank with high market share and we calculate the weights for each service of the bank. This bank is called Bank X in the remaining study for obvious reasons. The problem was solved with two different ways: 1) by using the combination of AHP (Analytic Hierarchy Process) with QFD (Quality Function Deployment) methodology in order to complete the matrix of HOQ (House of Quality) and 2) by using DEAHP (Data Envelopment Analytic Hierarchy Process) methodology and QFD in order to complete the HOQ. The results of this study show that the ranking of bank selection criteria is almost the same for both methodologies. Specifically the first two criteria which customers seems to prefer are the expenses accounts and interest charges on loans. The rest of criteria are reputation, recommendation by friends, parking in descending order of priority and finally are the criteria location and credit policy. However, the weights which calculated for each criterion are different in combination of methodologies QFD-AHP compared with QFD-DEAHP. This happens because of the different ways of solving and different assumptions which are used in each methodology.

The transition of emphasis in business competition from a technology-led age to a market-oriented era has led to a rapid shift from the conventional "economy of scale" towards the "economy of scope" in contemporary manufacturing. Hence, it is necessary and essential to be able to respond to the dynamic market and customer requirements systematically and consistently. The central theme of this research is to rationalise and improve the conventional means of analysing and interpreting the linguistic and often imprecise customer requirements in order to identify the essential product features and determine their appropriate design targets dynamically and quantitatively through a series of well proven methodologies and techniques. The major objectives of this research are: a) To put forward a hybrid approach for decoding and processing the Voice of Customer (VoC) in order to interpret the specific customer requirements and market demands into definitive product design features, and b) To quantify the essential product design features with the appropriate technical target values for facilitating the downstream planning and control activities in delivering the products or services. These objectives would be accomplished through activities as follows: • Investigating and understanding the fundamental nature and variability of customer attributes (requirements); • Surveying and evaluating the contemporary approaches in handling customer attributes; • Proposing an original and generic hybrid model for categorising, prioritising and interpreting specific customer attributes into the relevant product attributes with tangible target values; • Developing a software system to facilitate the implementation of the proposed model; • Demonstrating the functions of the hybrid model through a practical case study. This research programme begins with a thorough overview of the roles, the changing emphasis and the dynamic characteristics of the contemporary customer demand with a view to gaining a better understanding on the fundamental nature and variability of customer attributes. It is followed by a review of a number of well proven tools and techniques including QFD, HoQ, Affinity Diagram and AHP etc. on their applicability and effectiveness in organising, analysing and responding to dynamic customer requirements. Finally, an intelligent hybrid model amalgamating a variety of these techniques and a fuzzy inference sub-system is proposed to handle the diverse, ever-changing and often imprecise VoC. The proposed hybrid model is subsequently demonstrated in a practical case study.

Made available in DSpace on 2010-04-20T20:20:50Z (GMT). No. of bitstreams: 1 107829.pdf: 2291202 bytes, checksum: 2c51ecf7e96ecfe643e5159cf9d3f950 (MD5) Previous issue date: 2006-09-25T00:00:00Z / As transformações ocorridas no mercado têm levado os clientes a exigirem dos fornecedores níveis de desempenho cada vez mais elevados, principalmente no que diz respeito à entrega. O desafio para a organização que pretende ser líder em serviço ao cliente é conhecer as exigências dos diferentes segmentos em que atua e reestruturar seus processos de logística em direção ao cumprimento dessas exigências da maneira mais eficiente possível, maximizando a utilização de seus recursos e, para isso, reduzindo os custos. Nas análises de redução dos custos, as empresas avaliaram suas contas dos demonstrativos contábeis e descobriram que o estoque exigia um valor de capital investido, gerando altos custos financeiros ou alto custo de oportunidade. Simplesmente tomar ações pontuais para redução de estoques sem o conhecimento científico tem levado muitas delas à queda do nível de serviço logístico oferecido e, conseqüentemente, à perda de vendas. Esta dissertação objetivou trazer para dentro da empresa, de forma unificada e estruturada, as necessidades/desejos dos clientes, definindo, assim, níveis de serviço adequados aos tipos de mercado ou produto. Isso permite um melhor gerenciamento dos estoques, ou seja, a definição de níveis de serviço por categorias de produtos e conseqüentemente estoques de segurança para sustentar tais níveis. Nesse sentido, recomenda-se a matriz da 'casa da qualidade' do QFD como ferramenta de concatenação das necessidades dos clientes com as características logísticas e os recursos da companhia. Para alcançar esse objetivo, foi construído um modelo hipotético de aplicação para estudar diversos níveis de serviços e seus respectivos impactos em valor no estoque de segurança. O estudo visa à aplicação em empresas que atendam aos clientes com estoques de produtos acabados de demanda independente, planejando e produzindo as reposições desses estoques, baseados em previsões de demanda.

Em mercados de concorrência acirrada, trabalhar as características dos produtos é uma das estratégias da indústria de alimentos para influenciar a demanda e aumentar a participação no mercado com ofertas de maior valor para o consumidor. Pesquisas demonstram que casos de obesidade e sobrepeso são problemas de grande relevância para a saúde pública no Brasil, o que representa uma oportunidade para as indústrias de alimentos desenvolverem produtos com menor valor energético ou que promovam sensação de saciedade. Este trabalho avaliou interesse dos consumidores por um produto lácteo que promovesse sensação de saciedade, através da aplicação de QFD (Desdobramento da Função Qualidade). Foi possível priorizar as características do produto para os desejos e necessidades do consumidor. Saciedade foi um dos benefícios desejados apontados pelos consumidores e bebida láctea fermentada foi indicada como sendo um produto para apresentar esta funcionalidade. Considerando as informações obtidas pelo QFD, foi estudada a influência dos ingredientes nas características da bebida láctea fermentada com adição de polidextrose, através do uso de Superfície de resposta. No planejamento experimental completo, foi avaliado o efeito do teor de soro (de 15 a 70% na base láctea), teor de gelatina (de 0 a 0,6%) e amido (de 0 a 1,5%), visando otimizar a formulação do produto para melhor custo, tempo de processo, características sensoriais e de viscosidade. A formulação que otimiza ao mesmo tempo as variáveis de estudo é que apresenta 60,75% de leite, 22,64% de soro, 0,30% de gelatina, 0,52% de amido modificado, 8% de açúcar, 6,66% de polidextrose e 1,125% de preparado de frutas. / In competitive markets, work on product characteristics is one of the strategies of the food industry to influence demand and increase market share with proposition of great value to the consumer. Studies show that obesity and overweight are issues of great concern for the public health system. These problems have pushed the food industry to search not only for new low-calorie energy intake and diet products, but also for a new kind of product in Brazil: functional foods that promote satiety. This study started using QFD (Quality Function Deployment) to assess the consumers’ perception regarding a new dairy product to promote satiety and order its important characteristics, to attend consumers’ needs and expectations. Satiety was one of the benefits desired by consumers and fermented dairy beverage was given as a product to provide this functionality. Considering the information of QFD, it was studied the influence of each ingredient in the fermented dairy beverage added of polydextrose through the use of Surface Response. The experimental design studied the effects of the % of whey (15 to 70% at milk-base), % of gelatin (0 to 0,6%), starch (0 to 1,5%), to optimize the formulation of the product to the best cost, process time, sensorial and viscosity. The formulation that optimize at same time the variables of the study is that one that contains 60,75% of milk, 22,64% ok whey, 0,3% of gelatin, 0,52% of starch, 8% of sugar, 6,66% of polydextrose and 1,125% of fruit.

Em mercados de concorrência acirrada, trabalhar as características dos produtos é uma das estratégias da indústria de alimentos para influenciar a demanda e aumentar a participação no mercado com ofertas de maior valor para o consumidor. Pesquisas demonstram que casos de obesidade e sobrepeso são problemas de grande relevância para a saúde pública no Brasil, o que representa uma oportunidade para as indústrias de alimentos desenvolverem produtos com menor valor energético ou que promovam sensação de saciedade. Este trabalho avaliou interesse dos consumidores por um produto lácteo que promovesse sensação de saciedade, através da aplicação de QFD (Desdobramento da Função Qualidade). Foi possível priorizar as características do produto para os desejos e necessidades do consumidor. Saciedade foi um dos benefícios desejados apontados pelos consumidores e bebida láctea fermentada foi indicada como sendo um produto para apresentar esta funcionalidade. Considerando as informações obtidas pelo QFD, foi estudada a influência dos ingredientes nas características da bebida láctea fermentada com adição de polidextrose, através do uso de Superfície de resposta. No planejamento experimental completo, foi avaliado o efeito do teor de soro (de 15 a 70% na base láctea), teor de gelatina (de 0 a 0,6%) e amido (de 0 a 1,5%), visando otimizar a formulação do produto para melhor custo, tempo de processo, características sensoriais e de viscosidade. A formulação que otimiza ao mesmo tempo as variáveis de estudo é que apresenta 60,75% de leite, 22,64% de soro, 0,30% de gelatina, 0,52% de amido modificado, 8% de açúcar, 6,66% de polidextrose e 1,125% de preparado de frutas. / In competitive markets, work on product characteristics is one of the strategies of the food industry to influence demand and increase market share with proposition of great value to the consumer. Studies show that obesity and overweight are issues of great concern for the public health system. These problems have pushed the food industry to search not only for new low-calorie energy intake and diet products, but also for a new kind of product in Brazil: functional foods that promote satiety. This study started using QFD (Quality Function Deployment) to assess the consumers’ perception regarding a new dairy product to promote satiety and order its important characteristics, to attend consumers’ needs and expectations. Satiety was one of the benefits desired by consumers and fermented dairy beverage was given as a product to provide this functionality. Considering the information of QFD, it was studied the influence of each ingredient in the fermented dairy beverage added of polydextrose through the use of Surface Response. The experimental design studied the effects of the % of whey (15 to 70% at milk-base), % of gelatin (0 to 0,6%), starch (0 to 1,5%), to optimize the formulation of the product to the best cost, process time, sensorial and viscosity. The formulation that optimize at same time the variables of the study is that one that contains 60,75% of milk, 22,64% ok whey, 0,3% of gelatin, 0,52% of starch, 8% of sugar, 6,66% of polydextrose and 1,125% of fruit.

Em mercados de concorrência acirrada, trabalhar as características dos produtos é uma das estratégias da indústria de alimentos para influenciar a demanda e aumentar a participação no mercado com ofertas de maior valor para o consumidor. Pesquisas demonstram que casos de obesidade e sobrepeso são problemas de grande relevância para a saúde pública no Brasil, o que representa uma oportunidade para as indústrias de alimentos desenvolverem produtos com menor valor energético ou que promovam sensação de saciedade. Este trabalho avaliou interesse dos consumidores por um produto lácteo que promovesse sensação de saciedade, através da aplicação de QFD (Desdobramento da Função Qualidade). Foi possível priorizar as características do produto para os desejos e necessidades do consumidor. Saciedade foi um dos benefícios desejados apontados pelos consumidores e bebida láctea fermentada foi indicada como sendo um produto para apresentar esta funcionalidade. Considerando as informações obtidas pelo QFD, foi estudada a influência dos ingredientes nas características da bebida láctea fermentada com adição de polidextrose, através do uso de Superfície de resposta. No planejamento experimental completo, foi avaliado o efeito do teor de soro (de 15 a 70% na base láctea), teor de gelatina (de 0 a 0,6%) e amido (de 0 a 1,5%), visando otimizar a formulação do produto para melhor custo, tempo de processo, características sensoriais e de viscosidade. A formulação que otimiza ao mesmo tempo as variáveis de estudo é que apresenta 60,75% de leite, 22,64% de soro, 0,30% de gelatina, 0,52% de amido modificado, 8% de açúcar, 6,66% de polidextrose e 1,125% de preparado de frutas. / In competitive markets, work on product characteristics is one of the strategies of the food industry to influence demand and increase market share with proposition of great value to the consumer. Studies show that obesity and overweight are issues of great concern for the public health system. These problems have pushed the food industry to search not only for new low-calorie energy intake and diet products, but also for a new kind of product in Brazil: functional foods that promote satiety. This study started using QFD (Quality Function Deployment) to assess the consumers’ perception regarding a new dairy product to promote satiety and order its important characteristics, to attend consumers’ needs and expectations. Satiety was one of the benefits desired by consumers and fermented dairy beverage was given as a product to provide this functionality. Considering the information of QFD, it was studied the influence of each ingredient in the fermented dairy beverage added of polydextrose through the use of Surface Response. The experimental design studied the effects of the % of whey (15 to 70% at milk-base), % of gelatin (0 to 0,6%), starch (0 to 1,5%), to optimize the formulation of the product to the best cost, process time, sensorial and viscosity. The formulation that optimize at same time the variables of the study is that one that contains 60,75% of milk, 22,64% ok whey, 0,3% of gelatin, 0,52% of starch, 8% of sugar, 6,66% of polydextrose and 1,125% of fruit.

Orientadores: Rubens Maciel Filho, Marcelo de Carvalho Reis / Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade Engenharia Quimica / Made available in DSpace on 2018-08-12T05:44:47Z (GMT). No. of bitstreams: 1 Oriqui_LucianaRodrigues_M.pdf: 1248522 bytes, checksum: 5cb4d17ea1196bf1293a0e83f323995b (MD5) Previous issue date: 2008 / Resumo: A metodologia Desdobramento da Função Qualidade, QFD é uma importante ferramenta na gestão de desenvolvimento de novos produtos. Seu maior mérito é o de disseminar, sistematicamente, os desejos e necessidades dos clientes para dentro das empresas e laboratórios de pesquisa e desenvolvimento, reduzindo o tempo de projetos e re-projetos de produtos, com conseqüente redução de custos e aumento da qualidade do produto final. Como os laboratórios de pesquisa universitários atendem diversas empresas, que os procuram para o desenvolvimento de novos produtos e tecnologias, entender exatamente o que o cliente espera de seus serviços, é essencial para o planejamento do trabalho e otimização de tempo e recursos. Esta dissertação trata da aplicação da metodologia QFD em um laboratório de pesquisas, como ferramenta de suporte no desenvolvimento de uma resina termoplástica, nylon 12, para processos de prototipagem rápida. Os objetivos gerais são adequar o desenvolvimento da poliamida 12 à qualidade exigida pelo cliente do laboratório, explicitar conhecimentos e antecipar-se às possíveis dificuldades técnicas para obtenção do produto final com as características previamente estabelecidas / Abstract: The Quality Function Deployment methodology, QFD, is an important tool for the developing management of new products. Its largest merit is to disseminate, in a systematic way, the customers' desire and needs in the companies and also to research / development laboratories. This procedure will reduce the time of products' projects and re-projects, with consequent reduction of costs and increase of final product quality. As the research laboratories in the universities support several organizations which use them for new products development and technologies, the exact understanding concerning to what the customer expects from their services, is essential for the work planning and optimization of time and resources. This dissertation concerns to QFD methodology application in a research laboratory, as a support tool in the plastic resin development, nylon 12, for rapid prototyping processes. The general objectives are to adapt the polyamide 12 development according to the customer laboratory requirements in terms of quality, to make the knowledge clear and to anticipate possible technical difficulties for obtaining the final product with the previously established characteristics. / Mestrado / Desenvolvimento de Processos Químicos / Mestre em Engenharia Química

The aim of the theoretical part of this thesis is to describe the system of the aluminium casting alloys, with focus on the aluminium castings used for die casting. In this part of the thesis the different methods of the quality management are described. The practical application of these methods is described in the experimental part of this thesis, in which we focus on the evaluation of the statistical quality management and the process stability of the die casting parts of the selector mechanism cover. This part of the thesis also contains suggestion for the QFD method for this cast.