عنوان مقاله [English]
In a competitive environment, quality and price have an important role to play in the production of commodities. For this purpose, increasing the quality at a reasonable price is the first and most important issue for achieving a share in the market. Quality Function Deployment (QFD) has been one of the most successful tools for this purpose, for some years. Using QFD, we design and produce the finished goods or services which satisfy the needs of the customers. In fact, QFD transforms the needs of the customer to the technical characteristics of the product. However, usually, customer needs are presented in the form of subjective and verbal statements, which causes a reduction in the effectiveness of the questioners who are determining customer needs. The fuzzy approach has solved this problem. During the construction of QFD, using fuzzy numbers instead of crisp numbers, better results will be obtained. Fuzzy logic shows a range for each customer idea. Comparing the crisp with the fuzzy numbers, crisp numbers only identify one point in a wide range of possibilities. These issues are more highlighted when customer beliefs regarding one issue may be quite different from another.In this paper, all these possibilities are considered when the fuzzy environment for projecting the view of the customers is considered. First, the fuzzy environment and the house of quality are introduced. Then, a complete example, concerning the house of quality matrix as the most important factor in QFD, is presented.After determination of the technical characteristics of the product, the most important, determined by Paretos law, are transmitted to the next step, which is the designing of the product. With emphasis on these important characteristics, by using fuzzy numbers for projecting the view of customer needs and by improving the design of the product based on them, we can be sure that customer satisfaction will be improved.