Thesis (M.Eng.) - Asian Institute of Technology

A thesis submitted in partial fulfillment of the requirements for the degree of Master of Engineering, School of Advanced Technologies

In the global market system, there is high competition in every field of business. One thing, which becomes very obvious and always will be true logicall y, is that business with the highest number of satisfied customers get success. So, customer satisfaction plays a vital role in the success of the company. In this case study, a supply chain conceptual model has been developed with the combinations of the areas, which affect the customer requirements. The study used the ·appropriate quality improvement tools and techniques such as Vendor Performance Index (VPI), Analytic Hierarchy Process (AHP), Quality Function Deployment (QFD) and Deming's Prize Criteria (DPC) to get improvements in those areas, in order to meet or exceed customer requirements and finally, achieve customer satisfaction. The purposes of applying those tools and techniques are: VPI for the evaluation of the supplier performance, AHP for selection of the best distributor, QFD for the transformation of customer requirements to the management responsibilities ~hrough branch requirements and DPC for measuring the company's readiness for the Total Quality Management (TQM) practice, respectively. The ultimate objective is to get total customer satisfaction.