카노 모형을 고려한 고객 요구 속성의 중요도 선정
Determining the Importance of Customer Attributes with Kano's Model
1
조회
0
다운로드
27
인용
0
참고문헌
초록
Abstract
The House of Quality(HOQ) is used in the development stage to identify important customer attributes and corresponding engineering characteristics. The importance of each customer attribute obtained in the HOQ affects to the quality of the final product or service. Traditionally, such importance is derived based on the assumption that customer satisfaction is linearly proportional to the product performance. In this paper, we propose a nonlinear function so as to relate the product performance with the customer satisfaction according to the Kano model. A performance goal is obtained by maximizing the total customer satisfaction under a cost constraint and the importance of each customer attribute is developed from the performance goal. Therefore, the proposed approach incorporates the Kano categories and the improvement cost in determining the importance of customer attributes.
참고문헌 (11)
- Buede, D, "The Engineering Design of Systems Wiley" (2000)
- Chan, L.K, "Rating the importance of customer needs in quality function deployment by fuzzy and entropy methods", 37(11), pp.2499~2518 (1999)
- Cohen, "Quality Function Deployment: How to Make QFD Work for You" (1995), Addison- Wesley
- Griffin, "“The voice of the customer”", pp.1~27 (1993)
- Islam, A, "Determination of design parameters using QFD", pp.61~74 (1995)
- Kano, "The Journal of Japanese Society for Quality Control", pp.39~48 (1984)
- Matzler, K, "How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment", 18(1), pp.25~38 (1998)
- Robertshaw, W, "Using an objective sales point measure to incorporate elements of the Kano model into QFD", pp.201~216 (1995)
- Tan, K.C, "Integrating Kano's model in the planning matrix of quality function deployment", 11(8), pp.1141~1151 (2000)
- Temponi, C, "House of quality : a fuzzy logic-based requirements analysis", 117, pp.340~354 (1999)
- Terninko, J, "Step-by-Step QFD: Customer Driven Product Design" (1997), St. Lucie Press