Developing A Function Deployment And Tool For Employees And Product Quality Satisfacti Through Kano Method And Herzberg Theory

Hasoloan Haery, Ian Pieter and Muhammad Yuhazri, Yaakob (2013) Developing A Function Deployment And Tool For Employees And Product Quality Satisfacti Through Kano Method And Herzberg Theory. Project Report. UTeM, Melaka, Malaysia. (Submitted)

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Abstract

This study is about the quality satisfaction in service industries, especially in courier services. This study involved the em ployees as the respondents toward the internal custom ersatisfaction related to em ployee’s perception and expectation as are two things thatare different. The objective of this research is to identify the em ployee’s satisfaction about the requirem ent or facilities given. The assum ption standpoint as the hypothesis developed is w hether the em ployees are satisfied w ith their working environm ent will lead them to give a good service to the custom ers. In order to know the levelofsatisfaction based on the requirem entprovided,survey and questionnaire were constructed and distributed to them .The analysis of the data using the SPSS software helps to characterize the attributes ofpresence satisfaction figure versus the dem ographic information. Based on the data or analysis, the conclusion m ade is on whether the em ployees are satisfied ornotwith the requirem ents provided.The tools used are K ano M ethod, Herzberg’s Theory and QFD. Kano M ethod used is to construct the em ployee needs and expectations from the requirem ent related to quality attributes,while Herzberg theory is used to understand the em ployee attitudes and motivation. H ence, to determine which factors that caused of their satisfaction or dissatisfaction in their working life, the functional deploym ent of satisfaction for improvem ent presence is constructed in thematrix need to map the improvem ents required.

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