Canan SARICAM, Fatma KALAOGLU, Aslı AKSOY

İÇ KIYASLAMA METODOLOJİSİ VE HAZIR GİYİM PERAKENDE SEKTÖRÜNDE UYGULANMASI

Bu çalışmada, iç kıyaslama çalışması için bir metodoloji önerilmiş, tüketicilerin hazır giyim perakendecilerinden beklentileri ortaya konmuş ve söz konusu beklentilerin hangi iş prosedürleri ile ilişkili olduğu belirlenmiştir. Bu amaçla müşteri memnuniyeti kıyaslaması ve proses kıyaslaması yapabilme özelliğine sahip olan önerilen metodolojide, Kalite Fonksiyon Yayılımı (KFY) ve Analitik Hiyerarşi Süreci (AHS) bir arada kullanılmakta ve KFY tekniğinde iç kıyaslamanın gerekliliklerine uygun olması için bazı değişiklikler önerilmiştir. Önerilen metodoloji bir hazır giyim perakende firmasının iki departmanına uygulanmıştır

Anahtar Kelimeler:

İç kıyaslama, Müşteri Memnuniyeti Kıyaslaması, Süreç Kıyaslaması, Kalite Fonksiyon Yayılımı, Analitik Hiyerarşi Süreci, Hazır giyim perakende

INTERNAL BENCHMARKING METHODOLOGY AND ITS IMPLEMENTATION ON APPAREL RETAIL INDUSTRY

In this study, a methodology for an internal benchmarking process was proposed for apparel retailer companies with the subaims of the identification of customers’ requirements and the determination of working procedures related with them. To this aim, in the methodology of customer satisfaction and process benchmarking, Quality Function Deployment (QFD) and Analytical Hierarchy Process (AHP) were used in combination with some minor modifications within QFD. The proposed methodology was implemented on the two departments of an apparel retailer company

Keywords:

Internal Benchmarking, Customer Satisfaction Benchmarking, Process Benchmarking, Quality Function Deployment, Analytical Hierarchy Process, Apparel Retailer,

PDF

___

1. Kumar, A., Antony,J. and Dhakar,T.S. (2006), “Integrating Quality Function Deployment And Benchmarking To Achieve Greater Profitability” Benchmarking: An International Journal , Vol. 13, No. 3, pp: 290-310.
2. Min, H., Min, H., (1996), "Competitive Benchmarking Of Korean Luxury Hotels Using The Analytic Hierarchy Process And Competitive Gap Analysis", Journal of Services Marketing, Vol. 10, No. 3, pp:58 – 72.
3. Graham, A. (2005),"Airport Benchmarking: A Review of The Current Situation", Benchmarking: An International Journal, Vol. 12, Iss. 2, pp: 99 – 111.
4. Kamvysi, K., Gotzamani, K., Georgiou, A.C., Andronikidis, A. (2010),"Integrating DEAHP and DEANP into The Quality Function Deployment", The TQM Journal, Vol. 22, Iss, 3, pp: 293 – 316.
5. Córcoles, J.I., Juan, J.A., Ortega, J.F., Tarjuelo, J.M., Moreno, M.A. (2010). “Management, Evaluation of Water Users Associations Using Benchmarking Techniques”, Agricultural Water Management, Vol. 98, pp: 1–11.
6. Gonzalez, M.E., Quesada, G., Gourdin,K., Hartley, M. (2008), “Designing A Supply Chain Management Academic Curriculum Using QFD And Benchmarking”, Quality Assurance in Education, Vol .16, No.1, pp: 36-60.
7. Raharjo, H., Xie, M., Goh, T.N., Brombacher , A.C. (2007), “A Methodology to Improve Higher Education Quality Using the Quality Function Deployment and Analytic Hierarchy Process”, Total Quality Management and Business Excellence, Vol.18, No.10, pp:1097-1115.
8. Lu, M.H., Madu, C.N., Kuei, C, Winokur, D. (1994), “Integrating QFD, AHP and Benchmarking in Strategic Marketing”, The Journal of Business & Industrial Marketing; Vol. 9, No.1, pp: 41-50.
9. González , M.E., Quesada, G., Mack, R., Urrutia,I. (2005), "Building an Activity Based Costing Hospital Model Using Quality Function Deployment and Benchmarking", Benchmarking: An International Journal, Vol.12, Iss. 4, pp: 310 – 329.
10. Okur, A., Nasibov, E.N., Kilic, M., Yavuz, M. (2009), “Using OWA Aggregation Technique In QFD: A Case Study In Education In A Textile Engineering Department”,Quality and Quantity, Vol.43, pp: 999–1009.
11. Shubhapriya, B., Byoungho, J. (2012), “A Conceptual Process of Implementing Quality Apparel Retail Store Attributes: An Application Of Kano’s Model And The Quality Function Deployment Approach”, International Journal of Business, Humanities and Technology, Vol. 2, No. 1, pp:174-183.
12. Lim, P.C., Tang, N.K.H. (2000), “The Development of a Model for Total Quality Healthcare”, Managing Service Quality, Vol. 10, No. 2, pp: 103-11.
13. Trappey, C.V., Trappey, A.J.C., Hwang, S.J. (1996), “A Computerized Quality Function Deployment Approach for Retail Services”, Computers and Industrial Engineering, Vol. 30, No. 4, pp: 611-22.
14. Chin, K.S., Pun, K.F., Leung, M.W., Lau, H. (2001), “A Quality Function Deployment Approach for Improving Technical Library and Information Services: A Case Study”, Library Management, Vol. 22, No. 4, Iss.5, pp: 195-204.
15. Gonzalez, M.E., Quesada, G., Picado, F., Eckelman, C.A. (2004), “Customer Satisfaction Using QFD: An e-banking Case”, Managing Service Quality, Vol. 14, No. 4, pp: 317-30.
16. Koksal, G., Egitmen, A. (1998), “Planning and Design of Industrial Engineering Education Quality”, Computers and Industrial Engineering, Vol. 35, No. 3-4, pp: 639-42.
17. Kabir, G., Hasin, M.A.A., (2011), “Customer Perceived Quality Improvement Of Synthetic Fiber Using Fuzzy QFD: A Case Study”, International Journal for Quality Research,, Vol.5, No.2, pp:75-87.
18. Manikandan, G, Kannan, S.M., Jayabalan, V. (2009), “Designing an Economic Sampling Plan: A QFD Approach”, International Journal of Quality and Innovation, Vol.1, No.1, pp:65-82.
19. Chan, C.Y.P., Taylor, G., Ip, W.C. (2009), "Applying QFD to Develop a Training Course for Clothing Merchandisers", The TQM Journal, Vol. 21, Iss. 1, pp: 34 – 45.
20. De Felice, F., Petrillo, A. (2010), “ A Multiple Choice Decision Analysis: An Integrated QFD-AHP Model for the Assessment of Customer Needs”, International Journal of Engineering, Science and Technology, Vol.2, No.9, pp:25-38.
21. Partovi, F.Y. (1999), “A Quality Function Deployment Approach to Strategic Capital Budgeting”, The Engineering Economist, Vol. 44, No. 3, pp: 239–260.
22. Das, D., Mukherjee, K. (2007), “Development of an AHP-QFD Framework for Designing a Tourism Product”, International Journal of Services and Operations Management, Vol. 4, No. 3, pp: 321 – 344.
23. Lin, M.C., Wang, C.C., Chen, M.S., Chang, A.C. (2008), “Using AHP and TOPSIS Approaches in Customer-driven Product Design Process”, Computers in Industry, Vol. 59, No. 1, pp: 17-31.
24. Chuang, P.T. (2001), “Combining the Analytic Hierarchy Process and Quality Function Deployment for a Location Decision from a Requirement Perspective”, International Journal of Advanced Manufacturing Technology, Vol. 18, No. 11, pp: 842–849.
25. Hsiao, S.W. (2002), “Concurrent Design Method for Developing a New Product”, International Journal of Industrial Ergonomics, Vol. 29, No.1, pp: 41–55.
26. Stojanov, T., Ding, X. (2015), “Supplier Selection for Mixed Model Production: A case Study from Apparel Industry”, Fibres and Textiles in Eastern Europe, Vol.23, No.1(109),pp.8-12
27. Eryuruk, SH., Kalaoglu, F., Baskak, M. (2012), “A Site Selection Model Estblishing A Clothing Logistic Center”, Tekstil ve Konfeksiyon, Vol.22, No.1, pp:40-47.
28. Erbasi, A., (2012). “Use of Analytical Hierarchy Process Method in Determination of Performance Indicators :The Case of Turkish Textile Industry”, Tekstil ve Konfeksiyon, Vol.22, No.3, pp:177-184.
29. Ertugrul, I., Ozbay, B., (2013). “Supply Chain Optimization and Distribution Network Application with AHP in a Yarn Company”, Tekstil ve Konfeksiyon, Vol.23, No.2, pp:87-93
30. Chamodrakas, I., Batis, D., Martakos, D. (2010), “Supplier Selection in Electronic Marketplaces using Satisficing and Fuzzy AHP”, Expert Systems with Applications, Vol.37, pp:490–498.
31. Tam, M.C.Y., Tummala, V.M.R. (2001), “An Application of the AHP in Vendor Selection of a Telecommunications System”, Omega, Vol.29, pp:171-182.
32. Pecchia, L., Martin, J.L., Ragozzino, A., Vanzanella, C., Scognamiglio, A., Mirarchi, L., Morgan, S.P. (2013), “User Needs Elicitation via Analytic Hierarchy Process (AHP). A Case Study on a Computed Tomography (CT) Scanner BMC”, Medical Informatics and Decision Making, Vol.13, No.2, pp:1-11.
33. Saaty, T.L. (1980), The Analytic Hierarchy Process, McGraw-Hill, New York, NY