Utilizing Quality Function Deployment (Qfd) for Service Quality Improvement of a Metrology Laboratory in Northern Mindanao, Philippines

Abstract

Introduction: Quality Function Deployment (QFD) was applied in this study to improve customer satisfaction at the Regional Metrology Laboratory (RML), the primary calibration laboratory in Northern Mindanao. While technical proficiency was maintained at the RML, a better understanding and addressing of the evolving needs of its customers beyond just technical requirements was sought.

Objectives: This study aims to investigate strategies that the metrology laboratory can undertake in order to improve its calibration services. These strategies are identified by aligning through quality function deployment (QFD) the technical considerations of the laboratory towards the customer requirements identified from ServQual dimensions.

Methods: Data collection was conducted through focus group discussions and interviews with laboratory personnel, and online surveys with customers. Customer requirements were evaluated using ServQual, while technical requirements were drawn from the lab's QMS. Statistical analysis was used to rank customer requirements, which fed into a QFD process using the House of Quality. This process helped prioritize technical requirements based on their potential impact on customer satisfaction, providing the laboratory with actionable strategies for quality improvement.

Results: The survey responses revealed that the Assurance dimension, related to employees instilling confidence and providing courteous service, was of highest priority to customers. Conversely, the Responsiveness dimension, regarding promptness and helpfulness, was ranked lowest. Through the QFD process, 'high customer satisfaction,' 'accreditation of laboratory,' and 'training of personnel' were identified as technical requirements that should be maximized, while efforts for 'maintaining environmental conditions' could be minimized.

Conclusions: The study provides actionable insights for the metrology laboratory to enhance customer satisfaction. By focusing on improving communication, safety, and overall assurance to customers, while maintaining efforts in other ServQual areas, the lab can meet key customer expectations. Additionally, maximizing efforts in areas identified by QFD and optimizing resource allocation by minimizing efforts in maintaining environmental conditions can lead to more efficient and effective service delivery.