Designing GIS functions in sales and customer service processes using QFD technique

Today, service companies around the world make various uses of geographic information system (GIS) due to the nature and way of providing services and also in line with their strategies. This has led to the improvement of service provision processes from various dimensions and has ultimately resulted in customer satisfaction. The sales and customer service department of Isfahan Province Electricity Distribution Company, also with the aim of improving the service delivery processes and improving customer satisfaction, started to develop a strategy map for this area until the horizon of 2018 in four key perspectives based on the Balanced Scorecard (BSC), including growth and learning, financial and productivity, internal processes, and customers, which includes the number of 58 main indicators and 32 improvement projects. Also, the integrated customer service system (Fakhim) has been designed and implemented as a management dashboard, which has provided the possibility of monitoring and monitoring the key indicators of all electricity distribution companies in the country in the field of sales and customer services. Undoubtedly, benefiting from the capabilities of the GIS system and its application in sales processes and customer services will greatly help to achieve the goals according to the set schedule and also improve the quality of the results of the improvement projects. Quality Function Flow (QFD) is a method that transforms the customer’s demands into the company’s technical requirements for each stage of design, in other words, in this method, the “what” becomes the “how” and the design is based on Quality is done. The QFD implementation tool is called House of Quality (HOQ). In this article, the design of GIS functions in the field of sales and customer service has been discussed using QFD technique and solutions for improving the processes have been presented.