ABSTRACT This paper proposes an approach for staff wants development based on quality function deployment (QFD). This method considers quality by customer-oriented view and internalizes it in different stages of product/service, and finally concludes to recognition and preparation of priorities of system improvement and customer satisfaction. In this research, fuzzy QFD is used for staff of Imam Khomeiny Refinery as customers, services and rewards as technical specifications, and staff expectations as customers' wants. The staff was divided into four groups and relative weightings of each group were determined by the fuzzy analytic hierarchy process (FAHP) technique. A case in Shazand Imam Khomeini Refinery is given to illustrate the utilization of the proposed approach at this paper
