Assessing customer needs using hybrid technique including QFD and DEMATEL in fuzzy conditions, (Case Study: Service Company RAZI Industrial Town: Industrial Town Corporation Isfahan Province)

In today's world, due to the increasing progress of the world in various fields, the needs and wants of customers in improving the quality of services and consumer goods have increased. These needs, which occur implicitly and explicitly, have grown significantly in all areas in industrial units. On the other hand, organizations that seek to meet customer expectations and needs are forced to use the tools and systems that they have. To help achieve this, quality performance enhancement is one of the most important tools.

This study intends to evaluate the needs of companies using a questionnaire and a combination of quality performance and fuzzy dimmeter. The statistical population of this research includes service companies in Razi industrial town. Using Cochran's formula, 120 companies were selected as a sample and a needs prioritization questionnaire was sent to them.

Based on the results of the research, 64 needs were identified by the company that the need for drinking water was the first priority. Then, 8 services or technical requirements were identified by this company and the relations between the needs of the customers of Razi Industrial City Service Company were determined by the Quality House. Service priority was set.

Quality performance enhancement technique is an important tool for translating the customer's voice and considering their wants and needs, as well as prioritizing the technical requirements of production, which was used for the first time in this study