Minimization of Aircraft Maintenance Cost (Case in Ethiopian Airlines Maintenance, Repair and Overhaul (MRO) division)

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Addis Ababa University


The success of a product or service largely depends on how they meet the customers' needs and expectations. This thesis work employs Quality Function Deployment methodology to translate customer needs and requirements into the quality characteristics to improve quality for an existing product and to develop a new consumer product. Quality Function Deployment is a management tool that provides a visual connective process to help teams focus on the needs of the customers throughout the total development cycle of a product or process. It provides the means for translating customer needs into appropriate technical requirements for each stage of a product/process‐development life‐cycle. It helps to develop more customer‐oriented, higher‐ quality products. The study was conducted in a case company called Yirgalem Addis Textile. The study used focus group discussion and questionnaire to identify customer needs of Yirgalem Addis Textile product of men’s t-shirt and based on the result of the survey, fifteen customer needs and product technical requirement were identified. In order to identify the most prominent customer needs and product technical requirement, the data were analyzed using Quality Function Deployment approach and Pareto chart. It was revealed in the study that Yirgalem Addis Textile failed in terms of meeting the needs of customers of men’s t-shirts and so as to alleviate those problems, the study recommends to use Quality Function Deployment as a means to meet customers’ need and facilitate means of communications between each department of the company.



Customer-oriented, Yirgalem Addis Textile Factory Plc., Product, Development