The Identification of Customers, Needs of IRAN- KHODRO DIZEL CO. By Using Fuzzy AHP (Case Study: C457 bus)

In our competitive world, all organizations are trying to increase their share and also endeavor to capture the market of production by producing goods which address customer needs. The activities and the benefit of such organizations depend on the customer. Therefore, it is necessary that the customer requirments be determined and prioritized in general, and the voice of the customer (VOC) be gathered. Though he voice of the customer can be collected by several instruments, the most important of such instruments include: comment cards, surveys, focus groups, customer visit, interview, claimants, basic need, etc. But the employment of any one of the above research tools depends on the conditions and restrictions of the organization involved. After gathering the requirments by the tools which are specifically designed for VOC, the requirments must be categorized to select the requirments that predominate.At the stage of analysis and survey of the requirments mentioned, tools of information analysis and such quality tools as Kaono model, Pareto diagram, Affinity diagram, voice of customer table can be used. Subsequently, the analytic hierarchy process (AHP) technique that is a multiple criteria decision making method can be used in prioritizing customer requirments. But considering the purpose of this research, the FUZZY AHP has been employed. Finally, customer's requirments of C457 bus was identified and prioritized.