Integration of Kano's model and servqual into quality function deployment for developing environmental management system training program

Environmental Management System (EMS) is a very important knowledge to any industrial organization in order for them to make sure that the environmental management elements in their organization are well maintained and according to the law. It is very important for the industrial management and workers to know and understand the correct EMS knowledge & concept. Because of that it is very important for them to attend sufficient and relevant EMS training in order for them to attain the OSH knowledge. These training must be effective and have sufficient impact. For that purpose a new method is used in this research. The Kano's Model and SERVQUAL are been integrate into the Quality Function Deployment (QFD) for the purpose of developing an EMS training course that would not only satisfy the requirement and needs of the industry but also unexpected factors towards the trainee that attend the course. By using this method we can see that the level of understanding for the training participant using this new model is higher compared to the level of understanding for the participant from the conventional EMS training program that been conducted by the training provider. With the increment in the level of understanding the level of effectiveness for doing EMS related job for the training participant would also be different. We can prove this by using the Kirkpatrick's Evaluation Model, whereby we would evaluate the trainee from the conventional EMS training program against the newly develop EMS training program. The evaluation would be based on their level of understanding and the level of effectiveness of doing EMS related jobs in their respective workplace.