The Quality Function Deployment (QFD) - based evaluation of Malang Waste Bank management

Malang is one of the big cities in Indonesia in which its number of citizens is growing every year and the amount of waste which is also increasing. One of attempts to overcome this problem is the establishment of Malang Waste Bank (B.S.M.). The Quality Function Deployment with House of Quality approach is implemented for the evaluation in this study. Data are collected by distributing survey questionnaires to customers and by interviewing the B.S.M. to obtain information about the current state of the B.S.M. Based on the questionnaire´s result, the five points of Voice of Customer obtained. The relationship assessment between VoC and technical response conclude the most powerful influences toward customer´s satisfactions. Thus, further researches regarding them are required to meet B.S.M.´s customer´s needs, to attract more people to become the customers, and to succeed the B.S.M. program.