Quality function deployment for service quality improvement in co-working space design

Abstract

Service is defined as the integration of the study, design and execution of service systems. Furthermore, the service-related activities are significant drivers in encouraging organization’s expertise as well as bringing together the mesh of organization, people, technologies and information in order to create value both to and with customers and stakeholders. Therefore, it is necessary for any organizations to understand the needs and provide satisfaction. This research aims to describe the application of quality function deployment for service quality improvement in co-working space design in an organization. The expected outcome of the research is the design framework which strategically specifies the required facilities and recommended services in the co-working space. The researched organization in this research study is the power utility state enterprise in Thailand. First, to identify the employee requirement, the online questionnaire is conducted asking the employees about their perspective on having the co-working space in their organization and what elements to be provided. Then, the combination of kano model and the quality function deployment principle is conducted using the house of quality. The preference of each employee requirement is translated into importance weight, as well as the relationship matrix, described in the house of quality. Next, the technical requirements are separated into four categories according to the kano model of customer satisfaction following by the specification of k-value and importance weight. Finally, the adjusted importance weight is calculated by multiplying the k-value with original importance weight. At the end of the research, the design of service and the ranking of element’s necessity are summarized and introduced as a conceptual design for the development of co-working space in the organization.