Industrial Engineering
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Browsing Industrial Engineering by Subject "AHP"
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Item Assessment of Service Quality Improvement Alternative Decision(Addis Ababa University, 2018-06-15) Endale, Alemayehu; Ameha, Mulugeta (PhD)Service quality is the ability of the organization to meet or exceed customer expectations. It is the difference between customer expectations of service and perceived service. If the service provider meets or exceeds customer expectation then customer satisfaction occurs. To insure the customer satisfaction, customer service plays vital role. Customer service is the interaction between the customer and service provider. Quality customer service entails providing efficient, quick and friendly service, handling complaints quickly and responding to customers' issues on time. EEU failed to meet its customer expectation, especially in its technical service (operation & maintenance) mainly unplanned service outage, new power connection and customer service. Leaving aside power shortage, technological and financial constraints dissatisfaction occurred due to lack of accountability & responsibility, poor monitoring & controlling mechanism, high bureaucracy, no transparency, and lack of motivation from its employees. EEU has outsourced (contracted out) it bill collection to private sector (Kifeya Lehulu) since two years back. Bill collection service have got a moderate satisfaction level from previous poor satisfaction level. This study shows EEU’s technical service (operation and maintenance) quality of service delivery can be enhanced by outsourcing this scope to the private sector. MCDM AHP & TOPSIS tools used to analyses sector expert’s judgements or opinion (primary and secondary data) & case observation were used to ensure the current service quality. From sector performance indicators (KPI), kept four criteria which are customer service, unplanned outages, safety & employees commitments. Weights of this criteria’s using AHP tools for better service delivery at EEU found unplanned service outages (34.63%), customer service (27.48%), employees commitments (20.64%) & safety (17.24) Result of preference from in-house and outsourcing service delivery by AHP & TOPSIS analysis gives 70% & 86.67% respectively, which indicates that EEU’s technical service (operational & maintenance), service quality level can be enhanced compared from current EEU’s current in-house operation. Finally recommendation is forwarded to deliver standard electricity utility service by contracting out the operation & maintenance in order to place EEU in competitive environment and effectiveness.Item Development of Service Quality Assessment and Improvement Approach of a Motor Insurance Company in Ethiopia(Addis Ababa University, 2019-06) Girma, Telila; Ameha, Mulugeta (PhD); Shimelis, Tilahun (Mr.) Co-AdvisorWith the increasing progress in insurance service in today’s global world, people experience prudent delivery of insurance service. This phenomenon has enhanced customer’s expectations. Besides this, pre- risk and post risk assessments has a great influence overall insurance service delivery at the time of loss settlements. This study was conducted on development of service quality assessment and improvement approach of a motor insurance company in Ethiopia and carried out at three branches and head office Claims directorate of the case company in Ethiopia. The researcher made this paper anonymous to protect confidentiality of the case company. Processes study was conducted on files that were available in the archive to find the root cause of customer complaints and found eight root causes. Five teams were created from experts who knows motor insurance service delivery process. The study performed to measure and to develop service quality assessment of motor insurance by using integration of SERVQUAL and KANO Models into QFD method. The standard questionnaire in English, Afan Oromo and Amharic of SERVQUAL and KANO model have been used. Customers’ perception and expectation was identified by SERVQUAL and Weak attributes categorized by kano model. The findings of KANO and SERVQUAL models show that five service quality attributes were chosen to be improved and inserted in HOQ to develop the plan of improvement. Through QFD method, five technical requirements were proposed to answer the customer needs. JIT information flow and updating company’s working guideline has the highest weight score and if they improved there will be almost 38.04% of improvement in service quality assessment processes. The correlation among technical requirements indicates that well clarification of policy to customers have a positive relationship with working guideline and just in time information flow. Creating experience sharing habit and adopting breakthrough learned lesson that have positive correlation could bring an improvement of motor insurance service delivery in 26.44%. The researcher forwarded the step that the case company should follow. Adopting process improvement implementation philosophy of Juran’s quality Trilogy is suggested that comprises quality planning, quality control and quality improvements stages. The case company could start with establishing quality goal at a minimum combined cost, develop methods to match the planned service as per customer needs and follow continuous improvement accordingly.Item Service Quality Measurement and Enhancement Approach for Banking Sector: - Case of Development Bank of Ethiopia(Addis Ababa University, 2022-01) Habte, Alemnew; Ameha, MulugetaService quality has stood on the very importance for the service industry. Service Quality has been identified as one of the most effective means of building a competitive position and improving organizational performance. With current status on the banks industry, competitions are becoming fierce which in turn clients are raising their expectations for high service quality. Beside to this, the usual core process of loan with the associated loan cycle time has a great influence on the service delivery. This research was conducted on service quality measurement and enhancement approach for bank sector and Development Bank of Ethiopia (DBE) selected as a case company. For this study purpose, the research was mainly targeted interviewing and questioning the top management of the DBE to find the root causes of customer complaints. From the interview and post analysis, eight (8) main root causes of customer complaints were found within the selected case company. In finding the key solution for the raised root causes, understanding of the explicit loan process of the DBE was conducted which depicts that project financing and lease financing loan modalities prevails the most. In such a way, this research purely revolves on these processes to investigate the service quality. This research used the integration of SERVQUAL-Kano with QFD for identifying the customer requirement and for the subject decision of the technical requirement of the Bank using the AHP approach. The researcher prepared a questionnaire in English and Amharic for SERVQUAL and KANO model, SERVQUAL model was used to measure the current service quality and identify the weak features but no prioritized features for service improvement. Therefore, Kano model was used for categorization and prioritization of the weak feature. From the results of SERVQUAL and KANO models, seven features were selected by DBE experts to service improvement into HOQ. Through the QFD method, adopt peer to peer has the best technical requirement and conducting relevant training has the second technical requirement to answer the customer needs. Therefore, Adopt peer to peer and conducting relevant training will improve in the case company 13.10% and 11.65% respectively. The researcher recommended the case company to start with establishing of quality planning, quality control, and quality goals as per customer requirements and follow the continuous improvement of service quality.