Designing a New Model in Order to Convey the Voice of Employees and Customers to Organization's Processes

Abstract

Purpose of this paper is to create a model for designing a new model in order to convey the voice of employees and customers to organization's processes. Historical study and field study methods are used to collect data and questionnaire is tool of data collection. Descriptive and inferential statistics methods, ranking and matrix analysis method in Quality Function Deployment have been used for data analysis. The outcomes imply that prioritization of European Foundation for Quality Management enablers and employees and customers satisfaction factors are different before and after the use of Quality Function Deployment. Also, other outcomes include reduction of gap between managers and employees and customers; creation of a suitable atmosphere for the development of effective and coordinated relationship between managers and employees and customers; and development of the European Foundation for Quality Management model.

Keywords: Quality Function Deployment, European Foundation for Quality Management, Enablers, voice of employees and customers