Choosing a quality improvement project using the Analytic hierarchy process
| Autor: | H. van de Water, de Jan Vries |
|---|---|
| Přispěvatelé: | Operations Management & Operations Research |
| Jazyk: | Dutch; Flemish |
| Rok vydání: | 2006 |
| Předmět: |
Value (ethics)
Engineering Process management Quality management business.industry Management science Strategy and Management Analytic network process media_common.quotation_subject Analytic hierarchy process Information technology General Business Management and Accounting Ranking Originality Customer satisfaction business media_common |
| Zdroj: | International Journal of Quality and Reliability Management, 23(4), 409-425. Emerald Group Publishing Limited |
| Popis: | PurposeThe purpose of this article is to address ways in which customer satisfaction could be improved.Design/methodology/approachIn this article it is shown how the analytic hierarchy process (AHP) can be of use in making a choice between a number of alternative quality improvement projects. A case study performed in a large information technology oriented company illustrates that the model can play an important role in reaching a consensus about the ranking of quality management projects.FindingsResults of the case study suggest that the AHP can strongly contribute to a more effective way of communicating and transforming knowledge between experts from different disciplines during quality improvement projects.Originality/valueBased on this case study, it can be concluded that by means of the AHP model a rather simple method of making a decision regarding pilot projects related to quality improvement is available to companies. One final advantage of the AHP approach as experienced in the case study relates to the possibility to explore inconsistent judgements. |
| Databáze: | OpenAIRE |
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