The current problem and Limitation of conventional Quality Function Deployment models has been the lack of accurate identification of exact customer needs, strengths and weaknesses of organization and interaction among factors in it’s first stage (House Of Quality). The relationship between customer needs and technical requirements in conventional Quality Function Deployment models are usually solved by decision making team with this hypothesis that relationships could be determined objectively. However, Due to limited knowledge and experiences, determining the appropriate relationships could be a difficult job, as decision makers may not have enough information in order to analyze real relationships. Moreover, the importance of technical requirements is usually expressed according to the current capabilities and facilities of the organization. Since customer needs are satisfied through technical requirements, it is necessary that these requirements be identified and examined in accordance with the needs of customers and the capabilities of the organization. In such circumstances, Markov Chain model can be a suitable tool to identify customers' future needs and monitor the process of their changes from a Probability perspective. The analysis network process (ANP) is also used to accurately identify the current interactions between the factors in the House Of Quality and more accurate prioritization of technical requirements. But, since the resulting model of Future Customers’ Needs based on Markov Chain, is based on statistical data, it is better to first be analyzed before using and final prioritization. Using the proposed framework of the present study, this analysis would be based on the strengths and weaknesses, strategic goals of the organization and taking into account management requirements. Also, to eva‎luate the key parameters of the process in accordance with the operational results and environmental requirements, the key process indicators obtained based on the Balanced Scorecard are used. In order to analyze the results obtained from the proposed framework of the present study and its validation, data and information related to Isfahan Steel Company have been studied in practice. The results obtained from the proposed framework, according to the experts of Isfahan Steel Company, show that the technical requirements in the House Of Quality are properly identified and prioritized in accordance with the future needs of customers and strategic goals of the organization. Also, the production requirements (Like adding a new converter and Modification of the production program of all heavy products and rebars) in the last stage of QFD have been prepared according to the existing infrastructure and capabilities of the organization.

بهروز ارباب شيراني

علي زينل همداني

علي شاهنده، غلامعلي رئيسي اردلي