Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
권호 표지

Fuzzy KANO Model: Fuzzy Set-Based Classification of Customer Requirements

Kano 모형에 기반한 소비자 요구사항 분류: 퍼지 접근방법

  • Published : 2003.09.01
Download PDF
⟨ Previous Next ⟩

Abstract

Kano model distinguishes three types of customer requirements, namely, one-dimensional quality, must-be quality, and attractive quality. There are a few methods for classifying a given customer requirement into one of the Kano's quality elements. However, the existing methods have a common limitation in that they are based on Kano evaluation table. Kano evaluation table is not always effective for the classification task, and suffers from a significant information loss. This paper proposes an alternative to Kano's evaluation table and a new classification scheme based on fuzzy set concept. The proposed method is illustrated using a case study on the ADSL service.

Keywords

References

  1. Bellman, R.E. and Zadeh, L.A.(1970),'Decision-making in a fuzzyenvironment,' Management Science,Vol. 17, No. 4, pp. B-141-B-164 https://doi.org/10.1287/mnsc.17.4.B141
  2. Bojadziev, G., and Bojadziev, M.(1997),Fuzzy logic for business, finance andmanagement, World Scientific, NewJersey
  3. Chen, S.J. and Hwang, C.L.(1992),Fuzzy multiple attribute decisionmaking, Sprnger-Verlag, Berlin
  4. DuMouchel, W.(1993), 'Thoughts onGraphical and Continuous Analysis'In Kano's methods for understandingcustomer-defined quality (Ed. Walden,D.), Center for QuaIity of Management Journal, Vol. 2, No. 4,pp. 20-23
  5. Huiskonen, J. and Pirttila, T.(1998),'Sharpening logistics customer service strategy planning by applying Kano'squality element classification,'InternationaI Journal of Production Economics, Vol. 56-57, pp. 253-260 https://doi.org/10.1016/S0925-5273(97)00065-0
  6. Kano, N., Seraku, N. and Takahashi, F.(1984), 'Attractive Quality andMust-be Quality,' The JournaI of theJapanese Society for Quatity ControI,Vol. 14, No. 2, pp. 39-48
  7. Kim, K., Cho, H., Jeong, I., and Lim,I.(2001), Enhancing Customer ValueAdded in Internet-BasedTelecommunication Services UsingQFD, ETRI
  8. Klir, G.J. and Yuan, B.(1995), Fuzzyset and fuzzy logic theory and application, Prentice-Hall, New Jersey
  9. Lee, M.C. and Newcomb, J.F.(1996),'Applying the Kano methodology inmanaging NASA's science researchprogram,' Center for Quatity of Management Journal, Vol. 5, No. 3,pp. 13-20
  10. Matzler, K. and Hinterhuber,H.H.(1998), 'How to make productdevelopment projects more successfulby integrating Kano's model ofcustomer satisfaction into qualityfunction deployment,' Technovation,Vol. 18, No. 1, pp. 25-38 https://doi.org/10.1016/S0166-4972(97)00072-2
  11. Timko, M.(1993), 'An Experiment inContinuous Analysis,' In Kano'smethods for understandingcustomer-defined quality (Ed.Walden, D.), Center for QuaIity of Management Journal, Vol. 2, No. 4,pp. 17-20
  12. Zadeh, L.A.(1965), 'Fuzzy sets,'Information Control, Vol. 8, pp.338-353 https://doi.org/10.1016/S0019-9958(65)90241-X