Implementing QFD for improving service quality and social fund management
DOI:
https://doi.org/10.36456/waktu.v23i1.9642Abstract
The research conducted at Foundation X aimed to develop its services to improve the quality by identifying the attributes of the services and describing the facilities. The analysis used Quality Function Deployment (QFD). Following the preliminary survey and interviews, questionnaires were then distributed to respondents (consumers) to determine the voice of customers. Furthermore, the data were processed using QFD. The research results are as follows: 1) Transparency is the attribute with the highest importance level and with a value of importance of 4.62; 2) the Donor Service Program is the service attribute with the top priority to be developed or improve the performance and with a weight value of 4.65129; 3) the Report of Revenue/Routine Expenditures to Donors is the technical response with the top priority to be developed or improved, with a priority value of 3.00852 and a normalized contribution of 15.9%.
Keywords : foundation, QFD, attribute, voice of customer
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