Providing a Combined Approach to Fuzzy QFD and Mathematical Planning (Case Study: Life Insurance)
Volume 6, Issue 2, Summer 2016, Pages 118-132
Mohammadali Beheshtinia, jalil Vaziri
Abstract 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.