• Journal of KIISE:Software and Applications
• /
• v.37 no.3
• /
• pp.161-169
• /
• 2010

The requirement elicitation is the task of eliciting requirements from needs of stakeholders, and preparing for information for negotiation. However, there are methods for gathering needs, but there is no specific method for classifying them, generating information for negotiation. Therefore, To solve the problems, this paper proposes a method to classify requirement and to generate information for negotiation. The proposed methods use Kano model, statistical technique, and identifying relationship between requirements and problems within scope. Finally, we validate the proposed method on simulations, Rough Set Theory, and case study of model.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
• /
• v.5 no.4
• /
• pp.95-111
• /
• 2010

The development of competitive new product is essential in competitiveness power of modern enterprises. The enterprises need to develop new products for its continuous growth. In this paper, a new product development process which reflect voice of customer in design of the product is suggested. Delighters in Kano's quality model are applied in primary design step. In the main design step, we analyze that whether Kano's primary satisfiers satisfy the customer needs which was found using Timko's customer satisfaction coefficient. It is shown that Kano's delighters and Timko's customer satisfaction coefficient are very effective in new product development.

• Journal of Korean Society for Quality Management
• /
• v.36 no.3
• /
• pp.55-65
• /
• 2008

From fast service enlargement of the latest economy and industry, importance of service industry is embossed gradually. Service enterprise is pushing on in service quality elevation for strengthening competitiveness to survive on globalization society as manufacturing industry. Service quality elevation adapts as core competitive strategy in enterprise with business environment as continuous competitive advantage. Because Public organization also is developed in service fast, Public organization is trying to offer various service such as service level of enterprise. Each Public organization are trying to satisfy request of citizens as Customer. In this study, presented Kano-Servqual Method which is mixed by Kano's and Servqual model's advantage, each Method had used much in service quality measurement separately. Kano-Servqual Method is applied to the A information library as a public organization and is proved as practical useful method.

• Journal of the Korean Institute of Intelligent Systems
• /
• v.26 no.6
• /
• pp.439-444
• /
• 2016

The definition of quality continues to evolve. In recent years, there has been growing interest in how to satisfy customers' potential needs with an emphasis on customer-oriented quality. Two-dimensional quality proposed by Kano provides a useful framework for discovering quality attributes critical to customer satisfaction and it is widely employed for product and service development. In Kano model, quality attributes are classified into attractive, one-dimensional, must-be, indifferent, and reverse ones. Finding attractive elements among them is important for achieving customer satisfaction effectively. However, Kano's classification method has limitations in dealing with customers' ambiguous and complex ideas. The customer response itself includes uncertainty and incompleteness. To overcome this problem, fuzzy methods are incorporated with Kano's classification in this paper. According to numerical comparisons, it is shown that the fuzzy Kano method is useful for accommodating various response of customer and is helpful to identify potential needs.

• KSCE Journal of Civil and Environmental Engineering Research
• /
• v.42 no.2
• /
• pp.239-248
• /
• 2022

Risks in construction projects are increasing remarkably due to recent changes in the construction environment. Active risk management is required to recognize risks as opportunities. The purpose of this study is to propose a risk management model of the importance determination method through comparative analysis using Kano model, Timko CSC (Customer Satisfaction Coefficient), and ASC (Average Satisfaction Coefficient). Based on previous studies, the validity of risk management factor determination is reviewed through a questionnaire modified Kano model through interviews with working-level workers using the Delphi technique. Through this, a suitable risk management model is presented by selecting key risk management factors recognized by domestic construction project practitioners. As a result of the study, the Kano model developed to verify risk management of construction projects was evaluated to be effective in verifying the risk management of practitioners. It is expected that the Kano model presented in this study will be actively used to verify the importance of risk management for construction projects.

• Proceedings of the Safety Management and Science Conference
• /
• 2008.11a
• /
• pp.491-503
• /
• 2008

As customer needs become diversified, there are many efforts to develop creative ideas on the products to satisfy the customer requirement. Also it is very important to classify the customer requirement to the product's quality. According to the previous study, the idea of the products by collecting opinions and brainstorming is mainly studied in new product development. To create the attractive quality for the product, Kano model has commonly been used. However, the brainstorming in the stage of create ideas has the problem of lower linkage between purpose and idea and lower quality of new idea. Therefore, the paper suggests a way to invent more creative ideas by comparing forced connection method to the brainstorming that is applied to the Kano model.

• Journal of Korea Multimedia Society
• /
• v.8 no.5
• /
• pp.715-720
• /
• 2005

In a software development process, it is necessary to have a method which verifies and satisfies users' requirements in their point of view. This allows the system developer to design a high qualify software system and have it developed and used in an effective way since users' requirements have well been shown through it. In this paper, we propose the RV-UI model system that can verify users' requirements a step ahead of system implementation step. This RV-UI model system has standardized user interface which is in practical use into functional model for each process and it is designed to satisfy users' requirements and manage configuration of them through the interface which has the Kano model.

• Journal of the Korean BIBLIA Society for library and Information Science
• /
• v.23 no.1
• /
• pp.215-234
• /
• 2012

The purpose of this study is to investigate asymmetric and nonlinear nature of the relationship between service attributes and global customer satisfaction, and to identify improvement strategies of service quality in libraries. In this study, two methods(such as kano's analysis and importance grid) were used to analyze the factor structure of customer satisfaction in libraries. The results show that two quality elements are classified as excitement factors, twelve quality elements are sorted as hybrid factor and eight quality elements are classified as dissatisfiers.

• Proceedings of the Korean Operations and Management Science Society Conference
• /
• 2004.10a
• /
• pp.467-471
• /
• 2004

치열한 경쟁사회에서 고객 만족도를 높이기 위해서 고객관계관리(CRM: Customer Relationship Management)개념이 대두되고 있으며, CRM의 효과적인 수행을 위해서는 기업이 행하고 있는 고객서비스에 대한 정확한 평가가 중요하다. 여러 지표를 모두 고려하는 전략을 세우는 것은 현실적으로 불가능 하기 때문에 지표간의 개선 우선순위와 개선 폭, 개선방향을 결정할 수 있는 정보가 필요하다. 본 논문에서는 고객서비스를 평가하는 경우, 고객이 각 서비스 품질지표에 대해 느끼고 있는 중요도와 현황 및 속성에 대해 종합적인 분석을 위해 수정된 Kano 모델에 근거한 중요도-성과분석 방법론을 제시하고자 한다. 응답의 모호성으로 인한 문제점을 최소화하고자 퍼지기법을 이용하였다. 방법론의 검증을 위해서 K사의 이동통신 서비스에 대해 20대의 남녀 대학생 27명을 대상으로 사례연구를 실시하였다.

• Proceedings of the Korea Information Processing Society Conference
• /
• 2008.11a
• /
• pp.586-589
• /
• 2008

현재의 가치중립적 개발방법론은 프로젝트의 실패를 야기하고 있다. 이러한 문제 해결을 위해 가치기반의 블루오션 개념을 적용한 요구공학 프로세스가 제안되었다. 하지만 프로세스들은 정형적인 분석기법의 미비로 인하여 정량적인 결과를 도출해내기 어렵다는 문제점이 있다. 따라서, 본 논문에서는 기존의 고객 요구사항 분석에 유용한 Kano model을 가치혁신 요구공학 프로세스에 적용하여 수치적이고 정량적인 분석이 가능한 프로세스를 제안한다.