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

Edited book (chapter)

Mohsin, Ahmed Mansour, Padro, Fernando F. and Trimmer, Karen. 2018. "Using the QFD matrix as a major continuous improvement tool to improve organizational quality." Krishnan, Archana (ed.) Cases on quality initiatives for organizational longevity. Hershey, PA, United States. IGI Global. pp. 1-34
Chapter Title

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

Book Chapter CategoryEdited book (chapter)
ERA Publisher ID2177
Book TitleCases on quality initiatives for organizational longevity
AuthorsMohsin, Ahmed Mansour (Author), Padro, Fernando F. (Author) and Trimmer, Karen (Author)
EditorsKrishnan, Archana
Page Range1-34
SeriesAdvances in Logistics, Operations, and Management Science
Chapter Number1
Number of Pages34
Year2018
PublisherIGI Global
Place of PublicationHershey, PA, United States
ISBN9781522552888
9781522552895
ISSN2327-350X
2327-3518
Digital Object Identifier (DOI)https://doi.org/10.4018/978-1-5225-5288-8.ch001
Web Address (URL)https://www.igi-global.com/gateway/chapter/209854
Abstract

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).

Keywordscontinuous improvement, general agreement on trade in services, globalisation, house of quality, international students, internationalisation, quality function deployment, total quality management
ANZSRC Field of Research 2020390303. Higher education
Public Notes

File reproduced in accordance with the copyright policy of the publisher/author.

Byline AffiliationsSchool of Linguistics, Adult and Specialist Education
Open Access College
Institution of OriginUniversity of Southern Queensland
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Padro, Fernando F.. 2013. "A conceptual framework on establishing a risk management framework within existing university assessment and evaluation practices." Booth, Sara (ed.) Australasian Higher Education Evaluation Forum (AHEEF 2013): Performance Indicators for Universities and Private Providers: A time of transition, challenge and collaboration. Launceston, Australia 28 - 30 Oct 2013 Hobart, Tasmania.
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Padro, Fernando. 2013. "Accreditation and institutional learning: the impact interactions based on a minimaxing strategy have on the benefits from external reviews." Shah, Mahsood and Nair, Chenicheri Sid (ed.) External quality audit: has it improved quality assurance in universities?. Oxford, United Kingdom. Elsevier. pp. 247-268
High stakes testing assessment: the deus ex machina of quality in education
Padro, Fernando F.. 2013. "High stakes testing assessment: the deus ex machina of quality in education." Bower, Joe and Thomas, P. L. (ed.) De-testing and de-grading schools: alternatives to accountability and standardization. New York, NY. United States. Peter Lang Publishing. pp. 27-43
Student engagement and student satisfaction: two measures auguring for independent review criteria or standards for student support services in national quality assurance schemes
Padro, Fernando F. and Kek, Y. M. C. A.. 2013. "Student engagement and student satisfaction: two measures auguring for independent review criteria or standards for student support services in national quality assurance schemes." International Network for Quality Assurance Agencies in Higher Education Biennial Conference (INQAAHE 2013): Managing Diversity: Sustainable Quality Assurance Processes. Taipei, Taiwan 08 - 12 Apr 2013 Taipei, Taiwan.
Will Race to the Top have the same mixed results No Child Left Behind had on student learning and preservice teacher preparation?
Hurley, Marlene M., Padro, Fernando F. and Hawke, Michael F.. 2013. "Will Race to the Top have the same mixed results No Child Left Behind had on student learning and preservice teacher preparation? " Quality Approaches in Higher Education. 4 (2), pp. 20-29.
Gender differences in tertiary entrance scores
Peck, Bob and Trimmer, Karen. 1995. "Gender differences in tertiary entrance scores." Jeffery, Peter L. (ed.) Association for Research in Education Conference (AARE 1994). Newcastle, Australia Melbourne, Australia.
The late birthday effect in Western Australia
Peck, Bob and Trimmer, Karen. 1995. "The late birthday effect in Western Australia." Issues in Educational Research. 5 (1), pp. 35-52.
Synthesising the literature concerning math anxiety to inform a project on pre-service teacher retention rates
Flegg, Nicholas, Mohamed, Kamariah and Trimmer, Karen. 2013. "Synthesising the literature concerning math anxiety to inform a project on pre-service teacher retention rates." Veenstra, Cindy P. and Standridge, Charles R. (ed.) 2013 ASQ Advancing the STEM Agenda Conference. Grand Rapids, United States 03 - 04 Jun 2013 Milwaukee, WI. United States.
Using distributed learning as a measure to capture additional data on the quality of technology enhanced learning (TEL)
Sankey, Michael. and Padro, Fernando F.. 2013. "Using distributed learning as a measure to capture additional data on the quality of technology enhanced learning (TEL)." International Network for Quality Assurance Agencies in Higher Education Biennial Conference (INQAAHE 2013): Managing Diversity: Sustainable Quality Assurance Processes. Taipei, Taiwan 08 - 12 Apr 2013 Taipei, Taiwan.
Evaluating the impact of the Learning Centre on student learning and satisfaction
Padro, Fernando F. and Frederiks, Anita. 2013. "Evaluating the impact of the Learning Centre on student learning and satisfaction." Atkinson, Roger and McBeath, Clare (ed.) 22nd Annual Teaching Learning Forum (TL 2013): Design, Develop, Evaluate: The Core of the Learning Environment. Perth, Australia 07 - 08 Feb 2013 Perth, Western Australia.
Independent public schools: a move to increased autonomy and devolution of decision-making in Western Australian public schools
Trimmer, Karen. 2013. "Independent public schools: a move to increased autonomy and devolution of decision-making in Western Australian public schools." Childhood Education. 89 (3), pp. 178-184. https://doi.org/10.1080/00094056.2013.792703
Walking the labyrinth: a metaphorical understanding of approaches to metaphors for, in and of education research
Midgley, Warren and Trimmer, Karen. 2013. "Walking the labyrinth: a metaphorical understanding of approaches to metaphors for, in and of education research." Midgley, Warren, Trimmer, Karen and Davies, Andy (ed.) Metaphors for, in and of education research. Newcastle Upon Tyne, United Kingdom. Cambridge Scholars Publishing. pp. 1-9
Butterflies and black swans: metaphors that provide new perspectives to understand quantitative models in educational research
Trimmer, Karen. 2013. "Butterflies and black swans: metaphors that provide new perspectives to understand quantitative models in educational research." Midgley, Warren, Trimmer, Karen and Davies, Andy (ed.) Metaphors for, in and of education research. Newcastle Upon Tyne, United Kingdom. Cambridge Scholars Publishing. pp. 173-188
Policy for all? The impact of centrally developed, universally applied policy on decision-making in Western Australian public schools
Trimmer, Karen. 2012. "Policy for all? The impact of centrally developed, universally applied policy on decision-making in Western Australian public schools." Fan, Si, Le, Thao, Le, Quynh and Yue, Yun (ed.) 2012 International Conference: Innovative Research in a Changing and Challenging World (AUAMII 2012). Phuket, Thailand 16 - 18 May 2012 Launceston, Tasmania.