Application of quality function deployment in multimedia integrated telephone kiosk design

Abstract

To develop customer-oriented and higher-quality kiosk is vital due to its demand in the market. The Quality Function Deployment (QFD) has been applied in designing and developing of Multimedia Integrated Telephone Kiosk (MiTeK). This thesis outlines the QFD technique of the MiTeK planning which was carried out in completing the research. The survey of customer demands, requirements and needs had been conducted in establishing the Voice of Customers (VOC). The study also establishes the House of Quality (HOQ), which stipulates several customers� requirements of MiTeK, consisting of �MiTeK design�, �ergonomic design�, �product appearance�, �endurance material�, �ease of use�, �waterproof material�, and �attractive image�. MiTeK product design planning matrix of QFD was developed based on the captured Coice of Customers (VOC). The requirements were translated and recommended as generic design requirements for kiosk design dedicated for Malaysian users. HOQ results and design validations were conducted accordingly, by gathering experts opinion and conducting three (3) dimensional simulation test. Further work of study was proposed for further task enhancement of the whole phases of QFD and data accuracy.