ارائه رویکردی ترکیبی از QFD فازی و برنامه ریزی ریاضی (مطالعه موردی:بیمه عمر)

نوع مقاله : مقاله پژوهشی

نویسندگان

1 استادیار، دانشگاه سمنان

2 مهندسی صنایع، فنی و مهندسی، دانشگاه سمنان، سمنان، ایران

چکیده

در فضای کسب و کار به شدت رقابتی شده امروز،‌ رویکرد اصلی کلیه فعالیت‌های کسب و کارها، تامین بهینه نیازهای مشتریان و کسب رضایت و اعتماد آن‌ها می‌باشد. خدمات بیمه عمر یکی از حوزه‌های صنعت بیمه است که رابطه‌ای بسیار نزدیک و کاملاً پویا با مشتریان دارد. در این راستا، استفاده از تکنیک‌هایی مانند گسترش عملکردی کیفیت (QFD) می‌تواند گامی مهم به سمت دستیابی به سطح مناسبی از کیفیت خدمات و رضایت مشتریان باشد. QFD روشی نظام‌مند برای برقراری ارتباط کافی بین نیازهای مشتری و ویژگی های خدمت یا محصول نهایی می‌باشد. در این مقاله، ابتدا 30 مورد از خواسته‌های مشتریان از خدمات بیمه عمر در سه استان تهران، یزد و سمنان شناسایی، و درجه اهمیت آنها بواسطه توزیع پرسشنامه بین 270 مشتری تعیین می‌شود. سپس با تشکیل خانه کیفیت، فعالیت‌ها و اقدامات اصلاحی لازم به منظور تأمین خواسته‌ها نیز شناسایی و وزن‌دهی می‌شوند. در نهایت، یک مدل ریاضی به منظور ملاحظه محدودیت بودجه در فرآیند تصمیم‌گیری ارائه می‌گردد. علاوه‌براین، از تئوری اعداد فازی مثلثی در سراسر روش تحقیق بهره گرفته می‌شود. نتایج بدست آمده می‌توانند اطلاعاتی کاربردی و مفید را در اختیار تصمیم‌گیران بخش خدمات بیمه عمر در کشور قرار دهند. 

کلیدواژه‌ها


عنوان مقاله [English]

Providing a Combined Approach to Fuzzy QFD and Mathematical Planning (Case Study: Life Insurance)

نویسندگان [English]

  • Mohammadali Beheshtinia 1
  • jalil Vaziri 2
1 Assistant Professor, Semnan University
2 Industrial Engineering, Technical and Engineering, Semnan University, Semnan, Iran
چکیده [English]

In today's highly competitive business environment, the main approach of all business activities is to optimally meet the needs of customers and gain their satisfaction and trust. Life insurance services is one of the areas of the insurance industry that has a very close and very dynamic relationship with customers. In this regard, the use of techniques such as quality performance enhancement (QFD) can be an important step towards achieving an appropriate level of service quality and customer satisfaction. QFD is a systematic way to make the right connection between customer needs and service or product features. In this article, first, 30 customer requests for life insurance services in three provinces of Tehran, Yazd and Semnan are identified, and their importance is determined by distributing a questionnaire among 270 customers. Then, with the formation of a quality house, the necessary activities and corrective measures in order to meet the demands are identified and weighed. Finally, a mathematical model is proposed to consider the budget constraints in the decision-making process. In addition, the theory of triangular fuzzy numbers is used throughout the research method. The obtained results can provide practical and useful information to the decision makers of life insurance services in the country.

کلیدواژه‌ها [English]

  • Quality Function Deployment
  • Life ensuring services
  • Fuzzy logic
  • mathematical programming
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