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Triển khai chức năng chất lượng (QFD) là một kĩ thuật đưa ra quyết định nhóm toàn diện và linh hoạt được sử dụng trong việc phát triển các sản phẩm và dịch vụ, tiếp thị thương hiệu và quản lý sản phẩm. Ứng dụng QFD trong việc triển khai ý tưởng về một lớp học tiếng Anh hiệu quả, đảm bảo chất lượng giảng dạy và học tập.
國⽴立⾼高雄應⽤用科技⼤大學 製造與管理外國學⽣生碩⼠士專班 102 秋季班 碩⼠士論⽂文 應⽤用質量機能展開（QFD）於建設⼯工程之研究﹣以英語教學教室的 概念設計為例 QFD in the Conceptual Design of the English-Lecturing classroom construction : ⿈黃⽒氏紅絨 研究⽣生 Master Student : H o a n g T h i H o n g N h u n g 指導教授 Advisor : 蘇明鴻博⼠士 : Ming-Hung Shu, PhD 中 華 ⺠民 國 104 年 ⽉月 i 應⽤用質量機能展開（QFD）於建設⼯工程之研究﹣以英語教學教室的 概念設計為例 QFD in the Conceptual Design of the English-Lecturing classroom construction : ⿈黃⽒氏紅絨 研究⽣生 Master Student : H o a n g T h i H o n g N h u n g 指導教授 Advisor : 蘇明鴻博⼠士 : Ming-Hung Shu, PhD A Thesis Submitted to Institute of Industrial Engineering and Management National Kaohsiung University of Applied Sciences In Partial Fulfilment of the Requirements For the Degree of Master of Engineering in Industrial Engineering and Management June 2015 Kaohsiung, Taiwan, Republic of China 中華民國 104 年 月 ii iii QFD in the Conceptual Design of the English-Lecturing classroom construction Advisor: Ming-Hung Shu, PhD Student: Hoang Thi Hong Nhung Department of Industrial Engineering and Management National Kaohsiung University of Applied Sciences Abstract Quality Function Deployment (QFD) is one of the Total Quality Management (TQM) techniques which assures the voice of customers are heard and translated into the design, development and production process of a product The objective of this paper is to determine features of an English teaching classroom toward satisfying the customer’s requirements and to utilize QFD methodology to improve the quality of the conceptual design of a construction project The study is based on primary data collected by the questionnaire survey from students, teachers, staffs and etc who are considered as customers in a university of languages in Vietnam The data was analyzed by using the techniques of QFD and Pareto Analysis On the basis of these feedback, a house of quality is developed, which highlighted the major requirements of customer and also highlighted some benchmarks where other institutions are more productive With this result, design team is able to prioritize design solution that meets the customer needs Key words: Quality Function Deployment, English teaching classroom, Conceptual design iv Acknowledgement I would like to express my appreciation to my advisor Professor Ming-Hung Shu for his suggestion of this thesis’ reseach method, for the continuous support of my research His tremendous assistance and guidance helped me in all time of writing this thesis I wish to give a special thank to Department of Industrial Engineering and Management of National Kaohsiung University of Applied Sciences for the financial support during the period of two years Also I would like to thank all the respondents of the questionnaires My sincere thanks goes to Ms Nguyen Thi Ha, Lecturer of English Department of The University of Languages and International Studies (ULIS) for her encouragement, insightful comments, and spent the generous amount of time with me discussing about my thesis I also thank my fellow labmates in National Kaohsiung University of Applied Sciences: Siva Narayanan, Le Van Tinh for their counsel, ideas and encouragement throughout this entire effort I would like to express my special thanks to my family members who gave me the constant source of love, concern, support and strength all two years to finish my master thesis Your sincerely, Hoang Thi Hong Nhung v Table of Contents Abstract iv Acknowledgement v Table of Contents vi List of Tables viii List of Figures viii CHAPTER 1: INTRODUCTION 1.1 Background 1.2 Research Motivation 1.3 Objectives 1.4 Structure of the Thesis CHAPTER 2: LITERATURE REVIEW 2.1 Quality Function Deployment (QFD) 2.2 Benefits and drawbacks of QFD 2.3 QFD in construction 2.4 QFD in Vietnam CHAPTER 3: METHODOLOGY 3.1 The Cross-functional Team 3.2 Questionnaire Survey 10 3.3 Affinity Diagram 10 3.4 Tree Diagram 11 3.5 House of Quality 12 3.6 Building the House of Quality 14 vi 3.7 Pareto Analysis 18 CHAPTER 4: APPLICATION OF QFD 19 4.1 Project background 19 4.2 The Customer 20 4.3 The Cross-functional team 20 4.4 Collecting the customer requirements 20 4.5 Building the House of Quality 21 CHAPTER 5: RESULTS 26 5.1 Concepts about style and type of chair and desk 26 5.2 Concepts about type of door and window 27 5.3 Concepts about facilities and furniture 27 CHAPTER 6: CONCLUSIONS 30 6.1 Conclusions 30 6.2 Limitations 30 6.3 Recommendations 30 REFERENCES 31 APPENDIX 1: ENGLISH QUESTIONNAIRE 33 APPENDIX 2: VIETNAMMESE QUESTIONNAIRE 44 APPENDIX 3: QUESTIONNAIRE RAW DATA 55 APPENDIX 4: AFFINITY DIAGRAM OF THE VOC 60 APPENDIX 5: TREE DIAGRAM 65 vii List of Tables Table 4.1 List of customer requirements 22 Table 4.2 List of technical requirements 23 List of Figures Figure 1.1 Structure of the thesis Figure 3.1 Research process diagram 10 Figure 3.2 Affinity diagram 11 Figure 3.3 Tree Diagram 12 Figure 3.4 The House of Quality (HOQ) 13 Figure 3.5 Cascading Houses of Quality 14 Figure 4.1 House of Quality 25 Figure 5.1 English teaching classroom layout 29 viii CHAPTER 1: INTRODUCTION 1.1 Background Nowadays, English has become the lingua franca of the world There are more than 50 countries use English as the official language, nearly 80 countries use English as a second language English plays a very important role in all areas of business, commerce, telecommunication, tourism and diplomacy English is the means of communication among countries, cultures and international organizations In the trend of globalization today, English is a prerequisite for a country's integration into the world family English is referred to as an indispensable element in the process of international integration, industrialization and modernization of Vietnam English is as "bridge language" to connect economy and culture of Vietnam with the world Many years ago, Vietnam committed to join into the regional and international economic integration Until now, Vietnam had trade relations with 165 countries, signed bilateral trade agreements with 72 countries all over the world Vietnam is a member of the ASEAN Free Trade Area and the World Trade organization In 2015, Vietnam will officially become a member of the ASEAN Economic Community The integration makes more and more corporations and foreign companies to invest in Vietnam to expand markets and business cooperation, which will create more job opportunities but also poses many challenges for young workers Vietnam Human resources are required to have a high level of expertise, the ability to use English at work and communicate fluently English language ability is the leading standard for large companies to recruit staff and promote to management positions So people who are good at communication in English will have more opportunities to work in foreign companies with high salaries and get promotion faster in the career They also have competitive advantage about the expertise as well as better integration with the international labour market Students are exposed daily to-date information, technical science Technology is changing very rapidly with the presence of foreign languages, mainly English with a series of scientific terminology, with very diverse expressions in the field of engineering science and technology scientific style Thus, the role of English teaching and learning is enormous and decide the quality of the process of international integration Currently, English is the most important language, dominates almost absolute in foreign language education at the Universities of Vietnam English teaching in Vietnam has become extremely important over the past several years Ministry of Education and Training has very strict requirements on the language skills of students, which are English as a mandatory condition to be recognized university graduation or a prerequisite for participation in the program graduate training abroad by state budget In terms of training, pedagogy, teaching and learning technologies, the Central Resolution of the Communist Party of Vietnam has stated: “Innovate powerful method of education and training, overcome entrance one-way train the creative mindset of learners, gradually apply the advanced methods and modern methods in the process of teaching and learning Foreign language teaching and informatics are towards standardizing information, practical, ensuring capacity utilization of learners.” This shows that the teaching and learning of foreign languages included English in Vietnam attract a lot of attention Foreign language and English in particular have the important position in education and training, and in the development of Vietnam 1.2 Research Motivation Although English plays an important role in the new context of integration and globalization, the quality of English teaching in Vietnam still low which does not meet the market demand for competent English speaking people According to the university educational services after evaluating 59 major universities in Vietnam, 51.7% of graduates not meet the requirements of English language skills English proficiency of the students is just about 360-370 points in TOEFL or IELTS 3.5 This is the lowest level versus the world’s standard At this level, students cannot participate in discussions even at the lowest level They only receive simple information in familiar context The fact shows that the majority of students have low language proficiency Level of communication does not meet the requirements of employers, proficiency in reading, writing cannot afford to majors, including literacy skills Only 10% of students can use language to access the academic materials Teaching quality of teacher, issues of students and the physical environment to teach and learn English are the main reasons of this condition Many universities in Vietnam don’t have enough teaching equipment and facilities equipment The classroom is equipped with outdated facilities, the furniture is of low quality, doesn’t fit the students In general, equipment for teaching English is poor and has not been used well The classroom with well arrangement and decoration is one of the important factors to improve English teaching and learning quality Research on the classroom environment has shown that the physical arrangement can affect the behaviour of both students and teachers (Savage, 1999; Stewart and Evans, 1997; Weinstein, 1992) The question now is to invest in the construction of classrooms to meet the English teaching requirements in order to develop and improve the effectiveness of teaching, to meet the requirements of the integration process in Vietnam today Yếu tố Trang thiết bị bàn ghế, bảng, máy chiếu, … Trang trí lớp học Số lượng sinh viên Diện tích lớp học Chiếu sáng Âm cách âm An toàn Chất lượng không khí Sắp xếp chỗ ngồi Nhiệt độ điều khiển nhiệt độ Phần 4: Phần miêu tả phòng học lý tưởng cho việc dạy học tiếng Anh hiệu Hãy chọn mức độ đồng ý bạn kiến nghị sau: Hoàn toàn đồng ý: Đồng ý phần: Không có ý kiến: Không đồng ý phần: Hoàn toàn không đồng ý: 52 Kiến nghị Phòng học lý tưởng nên có 20 sinh viên Trong phòng học lý tưởng, sinh viên nhìn thấy giảng phần trình chiếu cách rõ ràng Trong phòng học lý tưởng, sinh viên nghe giảng cách rõ ràng Trong phòng học lý tưởng, không nghe thấy tiếng ồn từ bên Trong phòng học lý tưởng, việc xếp bàn ghế cho phép giáo viên lại tương tác với tất sinh viên dễ dàng tiếp cận với tất sinh viên Trong phòng học lý tưởng, kích cỡ bàn ghế việc xếp bàn ghế phù hợp cho sinh viên làm việc nhóm Trong phòng học lý tưởng, tiếng ồn quạt, cửa, …gây Phòng học lý tưởng trang bị trang thiết bị đại cần thiết phù hợp với việc dạy học Trang thiết bị phòng học lý tưởng lắp đặt cho giáo viên sinh viên sử dụng cách dễ dàng Phòng học lý tưởng có bục/bệ để chứa thiết bị điều khiển để giáo viên sinh viên sử dụng thuyết trình Trong phòng học lý tưởng, dễ dàng kết nối với nguồn điện, nguồn liệu nguồn thông tin khác 53 Phòng học lý tưởng có môi trường học tập hay giảng dạy mang lại cảm giác thân thiện thoải mái Phòng học lý tưởng có thiết bị an toàn với hướng dẫn cụ thể, có số điện thoại đường dây nóng để báo cáo trường hợp khẩn cấp Phòng học lý tưởng có giá để đồ tủ chứa đồ để đặt thiết bị tài liệu Trong phòng học lý tưởng có vị trí để trưng bày thành tích cá nhân sinh viên nhằm khuyến khích sinh viên học tập chăm Theo bạn đặc điểm khác mà phòng học lí tưởng cho việc dạy tiếng Anh cần có gì? Các bạn hoàn thành khảo sát Cảm ơn bạn nhiều! 54 APPENDIX 3: QUESTIONNAIRE RAW DATA 1, Comments about current condition of English teaching classrooms: • Too many students • 10 - 16 students are suitable in a classroom • Don’t have storage areas like lockers for personal belongings • Not enough bright, sometimes can’t see something on boards or screen clearly from any place in the classroom, can’t write and read book or take notes comfortably, etc • Some time good, some time not enough bright • Difficult to read on the board • Can’t see the presentation showing on the screen • Feel sleepy and eye-strained in the classroom • Light bulbs are old • It is too noisy outside the classroom • High noise level of fan • Noisy doors • Can’t hear clearly microphone or speaker’s voice • It is noisy inside the classroom • Poor classroom acoustics • Reverberation is high in the classroom • Hallway is noisy • Air conditioning makes noise • Can’t hear clearly in listening class 55 • Noise arises from outdoors • Bad sound system • There isn’t a fire extinguisher in the classroom • There isn’t a medicine cabinet in the classroom • Too hot in summer • Too cold in winter • Sometimes feel stuffy in classroom • Seats are not comfortable • Can’t see something on the board • Seats and desks arrangement is not good • Desk is a little small • Seats arrangement and distance is not good for test taking security • Writing board is old and dirty • Writing board is far from my position • Projector is out of date and sometimes can’t switch on • Projector’s position is a little high • Classroom is dimly lit, dirty and crowed • Poorly furnished • Poorly equipped • Have a short of facilities to teaching and learning English • Can’t hear clearly in English listening class • Can’t concentrate on learning because students go out and come in during class time • Cassette player is old and sometimes can’t play 56 • Seats and desks are too many and difficult to move for group working so, it is wasting time to make group • Seats and desks are small and uncomfortable • The writing surface of the desks is not wide enough for book and notebook • The rack beneath the desk is small for book bags • It is noisy when moving chairs and desks • Computer is old and takes time when starting • Don’t have wifi • Shortage of data jack • Don’t have capture camera • Wire microphone’s sound is not clear • Only have some wireless microphones in some classes • No privacy when taking a test • Some students make block of viewing • Sometimes have unpleasant smell in class • Can’t use writing board and screen at the same time 2, Describe the ideal classroom to learn and teach English effectively: • Have less than 20 students • Can see instructional presentations and visual aids clearly • Hear instructional presentations clearly • There is no external noise from outside • Teacher has room to walk around and contact with all students as well as easy access to students • Size of desk and table and seating arrangement are appropriate for students to work in 57 groups • Well seating arrangement to limit cheating • Indoor noise caused by fans, doors, etc is suppressed • Have modern facilities • Good air conditioning • Wifi with high speed • Writing board and screen are not at the same place • Camera to minimize cheating • Have comfortable seats • Desks with large room to store books and bag • Chair with wheel to move easier • Good-quality teaching aids • Easy for teacher and student to use technology in their classes • Have a console that allows teacher and student to control the technology • Easy to connect with data and other resources • Have a pleasing environment to give comfortable, friendly feelings • Have secure equipment with instruction and hotline for reporting problems and emergency situations • Have shelves and storage areas to put materials and equipment • Have a place to display student’s work and accomplishments to encourage them to study hard • Seats and desks are new and modern • Teaching aids are modern and easy to access • Wall is painted in light blue 58 • Window with curtain • Should have water dispenser • Should have rack to hang umbrella and jacket 59 APPENDIX 4: AFFINITY DIAGRAM OF THE VOC 1, Comments about current condition of English teaching classrooms: 1.1 Size off classroom: • Too many students • 10 - 16 students are suitable in a classroom • Don’t have storage areas like lockers for personal belongings • Classroom is dimly lit, dirty and crowed 1.2 Lighting: • Not enough bright, sometimes can’t see something on boards or screen clearly from any place in the classroom, can’t write and read book or take notes comfortably, etc • Some time good, some time not enough bright • Difficult to read on the board • Can’t see the presentation showing on the screen • Feel sleepy and eye-strained in the classroom • Light bulbs are old 1.3 Sound and Acoustics: • It is too noisy outside the classroom • High noise level of fan • Noisy doors • Can’t hear clearly microphone or speaker’s voice • It is noisy inside the classroom • Poor classroom acoustics 60 • Reverberation is high in the classroom • Hallway is noisy • Air conditioning makes noise • Can’t hear clearly in listening class • Noise arises from outdoors • Bad sound system • Can’t hear clearly in English listening class • Can’t concentrate on learning because students go out and come in during class time • It is noisy when moving chairs and desks 1.4 Security: • There isn’t a fire extinguisher in the classroom • There isn’t a medicine cabinet in the classroom • Don’t know to use fire extinguishers 1.5 Air quality and temperature: • Too hot in summer • Too cold in winter • Sometimes feel stuffy in classroom • Sometimes have unpleasant smell in class 1.6 Seats and desks: • Seats are not comfortable • Can’t see something on the board from the seat • Seats and desks arrangement is not good • Desk is a little small 61 • Seats arrangement and distance is not good for test taking security • Seats and desks are too many and difficult to move for group working so, it is wasting time to make group • Seats and desks are small and uncomfortable • The writing surface of the desks is not wide enough for book and notebook • The rack beneath the desk is small for book bags • No privacy when taking a test • Some students make block of viewing 1.7 Teaching facilities: • Writing board is old, dirty and far from the seat; can’t use writing board and screen at the same time • Projector is out of date and sometimes can’t switch on • Projector’s position is a little high • Poorly furnished • Poorly equipped • Have a short of facilities to teaching and learning English • Cassette player is old and sometimes can’t play • Computer is old and takes time when starting • Don’t have wifi • Shortage of data jack • Don’t have capture camera • Wire microphone’s sound is not clear • Only have some wireless microphones in some classes 2, Describe the ideal classroom to learn and teach English effectively: 62 2.1 Size of classroom: • Have less than 20 students • Teacher has room to walk around and contact with all students as well as easy access to students 2.2 Lighting: • Can see instructional presentations and visual aids clearly 2.3 Sound and Acoustics: • Hear instructional presentations clearly • There is no external noise from outside • Indoor noise caused by fans, doors, etc is suppressed 2.4 Security: • Have secure equipment with instruction and hotline for reporting problems and emergency situations 2.5 Air quality and temperature • Good air conditioning 2.6 Seats and Desks: • Size of desk and table and seating arrangement are appropriate for students to work in groups • Seats and desks are new and modern • Well seating arrangement to limit cheating • Have comfortable seats • Desks with large room to store books and bag • Chair with wheel to move easier 2.7 Teaching facilities: • Have modern facilities 63 • Good-quality teaching aids • Easy for teacher and student to use technology in their classes • Have a console that allows teacher and student to control the technology • Easy to connect with data and other resources • Teaching aids are modern and easy to access • Writing board and screen are not at the same place • Wifi with high speed 2.8 Other facilities: • Camera to minimize cheating • Should have water dispenser • Should have rack to hang umbrella and jacket • Have shelves and storage areas to put materials and equipment 2.10 Other features: • Have a place to display student’s work and accomplishments to encourage them to study hard • Have a pleasing environment to give comfortable, friendly feelings • Wall is painted in light blue • Window with curtain 64 APPENDIX 5: TREE DIAGRAM The Customer Requirements of English teaching classroom 1.1, Size of classroom: • Have less than 20 students • Large enough to walk around and easy access to students 1.2 Lighting: • Can see instructional presentations and visual aids clearly 1.3 Sound and Acoustics: • Good sound system • Noise is suppressed 1.4 Security: • Have secure equipment with instruction and hotline 1.5 Air quality and temperature • Good air conditioning • Fresh air 1.6 Seats and Desks: • Suitable size • Good seating arrangement: easy to make group, easy to contact with teacher and other students • New, modern and comfortable • Desks with large room beneath • Chairs and desks with wheel to move easier 1.7 Teaching facilities: 65 • Modern, good-quality, easy to use and access • Have a console to control the technology • Easy to connect with data and other resources • Writing board and screen are not at the same place • Wifi with high speed 1.8 Other facilities: • Have camera • Have water dispenser • Have rack to hang umbrella and jacket • Have shelves and storage areas 1.9 Other features: • Have a place to display student’s work and accomplishments • Have a pleasing environment to give comfortable, friendly feelings • Wall is painted in light blue • Window with curtain 66 [...]... recognized in 1986, when Kelsey Hayes used QFD to develop sensors with full customer requirements When QFD become more common, the users of QFD started noticing that when combined QFD matrix tables, it would become more useful Until American Supplier Institute developed and applied QFD diagram through 4 phases, QFD just is a popular application for complex design Now, QFD has spread in the USA and other countries... creating it QFD is a part of the Total Quality Management (TQM) system at the Mitsubishi Shipyard in Kobe, Japan in 1972 The concept of QFD was continued developing in the late 1970’s QFD reached a peak when the automobile manufacturer Toyota applied and developed it into a quality table with a "roof" above with the name "house of quality" Since then, QFD became familiar in the United States In 1983, QFD is... supplement are rather complex in manually - QFD software seems unavailable and very expensive especially for people in developing countries 2.3 QFD in construction QFD can be applied to the construction industry in different ways Mallon and Mulligan (1993) used QFD on a hypothetical renovation of a personal computer workroom Serpell and Wagner (1997) used QFD to determine preferences on the design characteristics... M.Ahmed et al (2003) Survey the suitability of QFD in planning and design and Suggest a QFD application models available for use in the process for planning and design Neil Eldin and Verda Hikle (2003) apply QFD in the design process for a modern classroom in a university Research has proven that QFD can be applied successfully in the construction project QFD application in the construction industry... of Calibration) provide regular training on QFD Actual application of QFD in Vietnam is very few Just some cases like ATVN, Thai Tuan Textile, Number One (THP Group) have used QFD Besides, there are also a number of research projects on the application of QFD in the design phase of some projects in the construction industry in Ho Chi Minh City In summary, QFD has not been applied widely and effectively... project phases; reduce cycle time and restrict redesigns 2.4 QFD in Vietnam While QFD has been widely used throughout the world, QFD has only been implemented in a number of enterprises in the industrial park in Ho Chi Minh City, Binh Duong and some other provinces There are a few companies knew QFD but companies understand the QFD and apply it successfully are not much Some organizations, such as Quality... English in Vietnam; objectives and structure of the research Chapter 2 Literature Review Give an overview about Quality Function Deployment (QFD) and the current usage of QFD in engineering and construction; concentrate on the previous research results about application of QFD in the conceptual design of a construction project in Vietnam These were all used as the basis to develop further research in this... Deployment (QFD) describes a method for translating customer requirements into functional design in order to increase customer satisfaction (Akao, 1990) QFD helps create products that please the customer not just the engineer (Hauser & Clausing, 1988) Quality function deployment is a way to assure the design quality while the product is still in the design stage (Armacost et al., 1992) QFD emphasizes... situation, QFD is proved to be helpful in both collecting and transferring customer expectations into design solutions without them diminishing as the project goes on QFD helps to track the customer requirements from the start till the end of construction project; help designer check any distortions in time; help minimize uncertainty when develop project phases; reduce cycle time and restrict redesigns 2.4 QFD. .. of QFD Generally, benefits of QFD are to ensure customer needs are met through design and production; translate the customer needs into technical specifications; link customer needs with every production stage or the goal of the product is understand and interpret correctly during the manufacturing process; assist the senior management to determine the cause of the dissatisfaction of customers QFD