Browse > Article

Determining the Importance of Customer Attributes with Kano's Model  

Kim, Kyung-Mee O. (Department of Industrial Engineering, Konkuk University)
Publication Information
Journal of Korean Society for Quality Management / v.35, no.4, 2007 , pp. 38-51 More about this Journal
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.
Keywords
Kano Model; House of Quality; Improvement Ratio;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Islam, A. and Liu, M.C. (1995) 'Determination of design parameters using QFD' , Transactions from the 7th Symposium on QFD, Novi, MI, pp. 61-74
2 Kano, N., Seraku, N., Takahashi, F. and Tsuji, S. (1984) 'Attractive quality and must-be quality', Hinshitsu (Quality, The Journal of Japanese Society for Quality Control), Vol. 14, pp. 39-48
3 Buede, D. (2000) The Engineering Design of Systems, Wiley, NY
4 Temponi, C. Yen, J. and Tiao, W.A. (1999) 'House of quality: a fuzzy logic-based requirements analysis', European Journal of Operational Research, Vol. 117, pp, 340-354   DOI   ScienceOn
5 Cohen, L. (1995) Quality Function Deployment: How to Make QFD Work for You. Addison-Wesley, Reading, M.A
6 Griffin, A. and Hauser, J.R. (1993) 'The voice of the customer', Marketing Science, Vol. 12, No.1, pp, 1-27   DOI   ScienceOn
7 Saaty, T.L. (1980) The Analytical Hierarchy Process, McGraw-Hill, NY
8 Robertshaw. W. (1995) 'Using an objective sales point measure to incorporate elements of the Kano model into QFD', Transactions from the 7th Symposium on QFD, Novi, MI. pp. 201-216
9 Matzler, K. and Hinterbur, H.H. (1998) 'How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment', Technovation, Vol. 18, No. 1, pp, 25-38   DOI   ScienceOn
10 Chan, L.K, Kao, HP. NG, A., and Wu, ML. (1999) 'Rating the importance of customer needs in quality function deployment by fuzzy and entropy methods', International Journal of Production Research, Vol. 37, No. 11, pp. 2499-2518   DOI
11 Terninko, J. (1997) Step-by-Step QFD: Customer Driven Product Design. St. Lucie Press, Boca Raton, FL
12 Tan, K.C. and Shen, X.X. (2000) 'Integrating Kano's model in the planning matrix of quality function deployment,' Total Quality Management, Vol. 11 No.8, pp, 1141-1151   DOI