Prioritising agility capabilities based on cost of quality using integrative approach of Shannon entropy, house of quality and quadrant analysis - with a case study in home appliance industries
by Arash Shahin; Marzieh Rezaei
International Journal of Services and Operations Management (IJSOM), Vol. 28, No. 3, 2017

Abstract: The aim of this article is to prioritise agility capabilities based on cost of quality. Two separate houses of quality (HoQ) have been developed for this purpose. Entekhab Industrial Group as the greatest producer of home appliances in Iran has been selected as the case study. The findings indicate that in the HoQ based on the appraisal and prevention costs, the highest and the lowest priorities are responsiveness and speed, respectively and in the HoQ based on the failure costs, the highest priority is competence. The final prioritisation by using quadrant analysis indicates responsiveness as the most important capability.

Online publication date: Thu, 12-Oct-2017

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