Quality Function Deployment Method for Selection of Effective Management Tools on Setting EFQM Model

Using the effective management tools that are relevant to the organization’s needs for excellence has become so important for the companies to improve their performances and then increase customer satisfaction and gain market shares. Quality function deployment is an efficient and powerful tool in design, development, and planning of products. The main function of quality function deployment is conversion of VOC (voice of customer) to technical characteristics (here organization supposed as customer). This study propose a 9-step HOE(House Of Excellence) model, which is basically a QFD model, and present the use of symmetrical triangular fuzzy numbers(STFNs) to reflect the vagueness in 30 experts’ linguistic assessments. The model of this research has been tested by means of a real case (Joundy Shapoor Company), finding the relationship between 15 categories of management tools with five EFQM enabler criteria based on the quality function deployment approach to determine for Joundy Shapoor Company the effective management tools to reach excellence. And also the test of the hypothesis of this research has been done by using spearman correlation coefficient.