Implementing Quality Function Deployment on Engineering Faculty at An-Najah National University
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Abstract QFD implementation can be achieved in both service and manufacturing organizations effectively to achieve its main goal in improving products quality level. This project is mainly focus on creating a comparison study between the Engineering Faculty of An-Najah National University and Engineering Faculty of the competitor in terms of educational service quality which is based on building the house of quality (HOQ) matrix to highlight the main strength and weakness points in the applied educational process in the engineering faculty in addition to showing up the available aspects of improvement opportunities that should be taken into consideration Project Objectives: Although this project is mainly considering investigating the implementation of QFD in engineering faculty at An-Najah National University, it has other important objectives that summarized as follows: 1- Define the key attributes of the educational services for the students. 2- Show the performance of educational services that applied in engineering faculty. 3- Determine the relative importance of each attribute. 4- Check the performance of our educational performance against the competition in each of the important attributes. 5- Determine how the relevant attributes could be modified to improve perception of quality. Working Methodology: This project was accomplished completely according the following methodology: A. A scientific study was performed to have an excellent theoretical background about QFD its definition, elements, benefits, advantages, disadvantages etc. B. The Faculty of Engineering at An-Najah National University was chosen as a case study to investigate the implementation of QFD because it represents one of the largest faculties in An-Najah National University, and it graduates large volume of students who effects on the society. C. Complete information about the faculty was gathered about its services, its specializations, and competitors. D. Segmenting the facultys customers as: 4­­­­­­th and 5th year students (due to their experiences in the education process and their experiments) in order to identify their requirements and priorities. E. Customers needs and requirements was identified through taking a sample of customers as an input for building HOQ. F. Voice of customers or Customer requirement (What) was determined through distributing a questionnaire among them and make some interviews to distinguish what they expect from the factory and what are the current problems it suffers from. G. Voice of Engineering Faculty (How or technical specification) was determined through meetings with the Engineering Faculty staff. H. The HOQ was built and all relationships between voice of customers and voice of Engineering Faculty were showed in addition to any comparisons between the Faculty and the competitor. I. The whole HOQ was analyzed quantitatively and some improvement activities were suggested to improve quality elements. J. QFD implementation difficulties was evaluated and further recommendations was built for future improvement. Customers difficulties, as fear from giving their objections and problems, dont giving a specific answer sometimes and talk about personal problems. Difficulty in reaching to the competitors students and to distribute the questionnaire and to get the required information.