{"title":"A novel belief-based QFD-AHP model in interval type-2 fuzzy environment for lean after-sales service in automotive industry","authors":"M. B. Baskir","doi":"10.1108/ijlss-03-2022-0055","DOIUrl":null,"url":null,"abstract":"\nPurpose\nThe purpose of this paper is to propose a novel lean management tool to provide a comprehensive and flexible evaluation model while converting customer voices into technical characteristics in lean implementations.\n\n\nDesign/methodology/approach\nFor this purpose, the proposed model was constructed by belief space-evaluations, quality function deployment (QFD) and analytic hierarchy process (AHP) in interval type-2 fuzzy (IT2F) environment. This model involves three phases: determining the linguistic weights and belief-based relations with their IT2F-sets, processing information about IT2F-based belief-evaluations and ranking the technical characteristics using the defuzzified belief-based relative importance values.\n\n\nFindings\nThe proposed model was applied to automotive after-sales service in Turkey to demonstrate its use in lean service-decisions. This model was compared with its classical and type-1 fuzzy versions. The ranking-results of the proposed model differed from those of the other versions. The reason is that the IT2F-environment offers a sensitive and flexible evaluation of the model’s linguistic scales.\n\n\nResearch limitations/implications\nCalculations in the proposed model may be quite involved for practitioners. An Excel-dashboard was created to simplify the computational complexity.\n\n\nPractical implications\nResearchers/practitioners can apply this model to any lean manufacturing/service implementation.\n\n\nSocial implications\nCompany managers/employees/customers can recognize their perception-mechanisms via belief space-evaluations and experience how uncertainty in the perception-mechanism affects their decisions.\n\n\nOriginality/value\nThe proposed model provides a new lean tool due to the Bayesian model combined with QFD-AHP in IT2F-environment. This model eliminates the ambiguity in conceptual change-based lean decisions.\n","PeriodicalId":48601,"journal":{"name":"International Journal of Lean Six Sigma","volume":null,"pages":null},"PeriodicalIF":3.8000,"publicationDate":"2023-01-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"3","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Lean Six Sigma","FirstCategoryId":"5","ListUrlMain":"https://doi.org/10.1108/ijlss-03-2022-0055","RegionNum":2,"RegionCategory":"工程技术","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"ENGINEERING, INDUSTRIAL","Score":null,"Total":0}
引用次数: 3
Abstract
Purpose
The purpose of this paper is to propose a novel lean management tool to provide a comprehensive and flexible evaluation model while converting customer voices into technical characteristics in lean implementations.
Design/methodology/approach
For this purpose, the proposed model was constructed by belief space-evaluations, quality function deployment (QFD) and analytic hierarchy process (AHP) in interval type-2 fuzzy (IT2F) environment. This model involves three phases: determining the linguistic weights and belief-based relations with their IT2F-sets, processing information about IT2F-based belief-evaluations and ranking the technical characteristics using the defuzzified belief-based relative importance values.
Findings
The proposed model was applied to automotive after-sales service in Turkey to demonstrate its use in lean service-decisions. This model was compared with its classical and type-1 fuzzy versions. The ranking-results of the proposed model differed from those of the other versions. The reason is that the IT2F-environment offers a sensitive and flexible evaluation of the model’s linguistic scales.
Research limitations/implications
Calculations in the proposed model may be quite involved for practitioners. An Excel-dashboard was created to simplify the computational complexity.
Practical implications
Researchers/practitioners can apply this model to any lean manufacturing/service implementation.
Social implications
Company managers/employees/customers can recognize their perception-mechanisms via belief space-evaluations and experience how uncertainty in the perception-mechanism affects their decisions.
Originality/value
The proposed model provides a new lean tool due to the Bayesian model combined with QFD-AHP in IT2F-environment. This model eliminates the ambiguity in conceptual change-based lean decisions.
期刊介绍:
Launched in 2010, International Journal of Lean Six Sigma publishes original, empirical and review papers, case studies and theoretical frameworks or models related to Lean and Six Sigma methodologies. High quality submissions are sought from academics, researchers, practitioners and leading management consultants from around the world. Research, case studies and examples can be cited from manufacturing, service and public sectors. This includes manufacturing, health, financial services, local government, education, professional services, IT Services, transport, etc.