品質機能展開法(QFD)による行政サービスの市民評価に関する研究

抄録

For the evaluation of public services, CS Portfolio Analysis and Analytic Hierarchy Process have been widely used in Japan. However, these methods have disadvantages. First, the selective questionnaires that are used analyze only those items pre-selected by surveyors. Items that fall beyond the scope of the questionnaires may remain unchanged, resulting in dissatisfaction among residents. Second, it is doubtful that a government could directly translate the survey results into the design of services; the results may need to be interpreted into the “true” needs of residents in view of engineering.

To overcome such limitations, we used Quality Function Deployment (QFD) to evaluate public services. QFD is widely used in quality engineering to develop new products that satisfy market needs, with a short lead-time. We applied QFD to snow removal, a public service, toward designing budget allocations for each snow removal work item by converting road user needs into snow removal work items and comparing them with current budget allocations to evaluate the current level of services (LOS) from the road user's perspective. In doing so, we surveyed winter transportation behavior among businesses. The survey results confirm that QFD can be used to evaluate the current LOS.