Using the QFD matrix as a major continuous improvement tool to improve organizational quality

Mohsin, Ahmed Mansour and Padro, Fernando F. and Trimmer, Karen (2018) Using the QFD matrix as a major continuous improvement tool to improve organizational quality. In: Cases on quality initiatives for organizational longevity. Advances in Logistics, Operations, and Management Science. IGI Publishing (IGI Global), Hershey, PA, United States, pp. 1-34. ISBN 978-152-25-52888

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This is a case study of an Australian higher education institution (HEI) using quality function deployment (QFD) to identify areas of improvement in serving and meeting the needs of international students enrolled at this university. The composite institution reflects what is currently happening at the time of this writing as part of a process of determining international student needs and ensuring that these are met while meeting academic and institutional requirements (IR). The use of QFD fills a major gap since most methodologies practiced do not focus on either capturing the international students' voice or align these with IRs to enhance the opportunities for successful completion of a degree and meeting student personal and professional expectations. Results are incomplete at this time and thus cannot be reported, but a discussion of the approach is provided, and initial observations are presented to adequately describe the use of QFD and processes and tools used to complete different parts are the central piece of the process, the house of quality (HoQ).

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Item Type: Book Chapter (Commonwealth Reporting Category B)
Refereed: Yes
Item Status: Live Archive
Additional Information: Published chapter deposited in accordance with the copyright policy of the publisher.
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Linguistics, Adult and Specialist Education
Date Deposited: 10 Aug 2018 04:49
Last Modified: 20 Mar 2019 04:57
Uncontrolled Keywords: continuous improvement, general agreement on trade in services, globalisation, house of quality, international students, internationalisation, quality function deployment, total quality management
Fields of Research : 13 Education > 1301 Education Systems > 130103 Higher Education
Identification Number or DOI: 10.4018/978-1-5225-5288-8

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