Development of the House of Quality for Rail Transportation Market
https://doi.org/10.30932/1992-3252-2020-18-136-157
Abstract
The article discusses the features and application of the technology of deployment of quality functions. The objective of the article is to present an efficient methodology allowing transport companies to make management decisions in the field of improving the quality of transport services provided to cargo owners. The technique was developed based on the House of Quality model (matrix) in the framework of the Total Quality Management (TQM) concept.
Using logical, graphic, factorial, comparative, balance methods and considered technology the article describes in detail the structure and the procedure for constructing the House of Quality matrix within the process of analysis of rail transportation companies and focusing on the features and criteria of customer preferences in the field of rail freight transportation.
Actual examples were used to show particularities of provision of rail transportation services. The developed technique and recommendations may be useful for transport companies to proceed with multiple factor analysis if their activity in the field of quality management, to assess efficacy and identify priorities while making decisions aimed at increasing quality of transportation services.
About the Author
I. M. Lavrov
Russian University of Transport
Russian Federation
Russian Federation
Lavrov, Ilya M. - Ph.D. (Economics), Associate Professor, First Deputy Director – Head of the Training office of the Institute of Economics and Finances
Moscow
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For citations:
Lavrov I.M. Development of the House of Quality for Rail Transportation Market. World of Transport and Transportation. 2020;18(2):136-157. https://doi.org/10.30932/1992-3252-2020-18-136-157
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