Service Quality Model for IPTV Service: Identification of Key Features and Their Relationships

Because of the rapid growth of the service sector, an effective and systematic methodology for quality analysis and improvement is increasingly important. An IPTV service provides various contents on demand via TV and set-top box with Internet line. Its global market size is rapidly growing, but there is a lack of systematic analysis about IPTV service quality. This paper aims to develop an IPTV service quality model and identify key features and their relationships. The quality function deployment (QFD) method is applied in two phases. The results of QFD application are analyzed, and key features and their relationships are identified. Moreover, scenarios for applying the analysis to improve IPTV service quality are developed for IPTV service providers. As the analysis provided is general and is applicable to other services, this paper provides insights into improving service quality, not only for ITPV service providers, but also for service providers in many kinds of industries

Statistical Optimization of Process Variables In A Continuous Inkjet Process – A Case Study

This paper investigates a statistical approach to optimizing the process variables in a Continuous Inkjet Process. In a continuous inkjet (CIJ) process miniaturized fluid droplets are deposited onto substrates for microfabrication. A critical aspect of this fabrication process is the precise generation of droplets based on various input parameters. In this research ultra high speed photography was employed to observe the effect of input parameters such as fluid pressure, frequency, and voltage of a piezoelectric disc on the droplet volume. In order to identify the most significant parameters a factor screening test was performed based on a full factorial design. Based on the ANOVA results, it was revealed that fluid pressure, piezoelectric disc frequency and their interaction were the significant factors that affected the droplet volume. A response surface optimization was conducted to determine the variation on droplet volume based the significant factors. A second-order response surface is established that captures the droplet volume variation over the ranges of the input parameters. The results of this study are vital in determining optimal values of the significant input parameters for microfabrication of electronic devices and micro-electromechanical systems (MEMS) components using direct write technology

A Group Decision-Making Framework with Various Rating Attitudes using Fuzzy Set Theory to Prioritize Design Requirements in Quality Function Deployment

A structured method is called quality function deployment (QFD) that translates the voice of the customer into both of the product and service development. The architecture of QFD is composed of a set of matrices that is often referred to as the house of quality (HOQ). HOQ is regarded as a part of the QFD process. The matrices of HOQ include the importance of customer requirements and the relationship between customer requirements and design requirements collected by the decision-making process of a group of people with ambiguousness and fuzziness. Besides, a group of people make decisions to evaluate fuzzy information with different rating or risk-taking attitudes such as optimistic, neutral, and conservative attitudes. Therefore, a group decision-making framework with various rating attitudes using fuzzy set theory can be used in QFD to identify the importance of each design requirement. Furthermore, a numerical example is solved to show that this group decision-making framework with risk-taking attitudes using fuzzy set theory can be accurately and convincingly applied in QFD for prioritizing design requirements with diverse rating attitudes to help the companies increase customer satisfaction and market share