Implementation of quality function deployment in a fast food firm

Quality is a concept that has gained value from the past to the present in the production and service sectors. Businesses every day trying to get better products and services by paying attention to the concept of quality. In order to be able to take steps about quality and to move forward, businesses need to determine and satisfy the customer demands. Quality Function Deployment (KFG) is an application that aims to determine the wishes and expectations of consumers and to realize these requests. KFG aims to reach a solution through changing the questions of " Which/What?" to "How?". The demands and expectations specified by the customers are very effective in the formation of this system. Product and system operation is followed in accordance with the specified requests. In the KFG system, with the realization of the wishes and expectations of the consumers, the process of improvement is initiated and the desired result is achieved thanks to the correlation with the techniques specific to the KFG system. Thanks to the voice of the customer, solutions are found to the problems and the customer's expectations are determined and different applications are performed on the institution where the system will be applied. With the KFG system, the planning of the application is made, customer needs are determined and these needs are arranged and the quality house is created. During the establishment of the quality house, the system proceeds on the basis of customer priority. In this study, KFG was applied in order to determine and meet customer requests in a ready-made catering business. Within the scope of the implementation of the KFG system, after the consumer requests were determined, the improvement process was initiated. After the process improvement, when the survey results are analyzed, it is evaluated through the 5-point system, the service speed satisfaction in the food business from 3.84 to 4.01, the willingness of the employees in the food business from 3.51 to 3.92, the hygienic appearance of the personnel from 3.52 to 4.12, the quality of service from 3.65 to 4.24, the consumption of food to meet the expectations from 3.75 to 4.38, the price of food products in terms of quality It was determined that it increased from 3.74 to 4.37. With the acquisition of consumer voice, the KFG system realized within the scope of the thesis was found successful. Keywords: Quality, quality function deployment, food, consumer