• Journal of the Korea Safety Management & Science
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• v.1 no.1
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• pp.101-110
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• 1999

QFD is a market driven design and development methodology for products and services to meet or exceed customer's needs and expectations, This method enables to specify clearly the customer's needs and then evaluate the product capability in terms of its impact on meeting those needs. Process of satisfying customers begins with effectively soliciting their different needs and wants which may be non-technical and imprecise in nature. Although the HoQ is a comprehensive tool for showing the relationships between attributes, it lacks the flexibility to deal with the inherent inexactness and vagueness in the voice of customer. In this paper, fuzzy theory is introduced to overcome this limitation. Qualitative customer requirements are interpreted quantitative data through fuzzy inference procedure, and then target value is determined.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.37 no.1
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• pp.68-78
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• 2014

Recently, companies are trying to gain a competitive advantage in the market to meet the voice of customer. For this purpose, QFD has been used as product development technology in many areas to include the customer' requirements. Also, Kano model has been used to understand the customer' requirements for an effective way. Therefore integration of Kano model and QFD can more efficiently reflect the customer' requirements when designing a new service. This paper proposes PI index by taking into account the current satisfaction position of our company and competitors while IR (Improvement Ratio) value was set uniformity. This study suggests a more accurate index to predict potential improvements and calculates the final importance or priority. Through case studies targeted at elevator maintenance companies, we can have a general idea how much to improve in the near future and estimate the final importance of customer requirements.

• The Korean Journal of Applied Statistics
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• v.24 no.6
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• pp.1237-1248
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• 2011

Social network analysis(SNA) has been recently applied to business areas such as social network services (such as Facebook and Twitter). In addition, the mobile telecommunication field attempts to analyze CDR(call detail record) data and apply customer relationship management and customer churn management through the use of social network analysis. The paper analyzes links between ego and alter based on ego-network and discovers four kinds of customer roles and then provides insights as a tool for customer relationship management or customer management.

• Journal of the Korean Society of Clothing and Textiles
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• v.34 no.5
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• pp.844-855
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• 2010

An important issue for the improvement of product quality is to identify and understand the customer-required attributes of a product. This paper identifies and analyzes customer-required attributes of formal knitwear for middle age and elderly women through the use of the Kano model in order to develop competitive products. Various research methods were used in this study. Customer voices for formal knitwear were collected by means of brainstorming and in-depth interviews. The collected customer voices were transformed into customer-required attributes with the use of an affinity diagram. In addition, the data was collected by means of a questionnaire and was statistically analyzed to examine the dimensions of customer-required attributes on the basis of the Kano model. The results are as follows. Five categories of customer-required attributes were identified (symbolism, aesthetic, fitness, usefulness, and maintenance). The analysis based on the Kano model identifies a strong one-dimensional quality in all of the categories of customer-required attributes and the attractive quality that includes a one-dimensional quality in the categories of fitness and usefulness. The findings of this study demonstrate the applicability of the affinity diagram for apparel that educates formal knitwear developers of the customer-required attributes that they should strategically focus on in order to develop competitive products.

• Journal of the Korea Society of Computer and Information
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• v.24 no.7
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• pp.93-100
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• 2019

In this paper, we propose an intelligent marketing service system that can provide custom advertisements and events to both businesses and customers by identifying the location and contents using the ultrasonic signals and feature information in voice signals. We also develop the encoding and decoding algorithm of ultrasonic signals for this system and analyze the performance evaluation results. With the development of the hyper-connected society, the on-line marketing has been activated and is growing in size. Existing store marketing applications have disadvantages that customers have to find out events or promotional materials that the headquarters or stores throughusing the corresponding applications whenever they visit them. To solve these problems, there are attempts to create intelligent marketing tools using GPS technology and voice recognition technology. However, this approach has difficulties in technology development due to accuracy of location and speed of comparison and retrieval of voice recognition technology, and marketing services for customer relation are also much simplified.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.14 no.12
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• pp.4706-4724
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• 2020

With various structured data, such as the company size, loan balance, and savings accounts, the voice of customer (VOC), which is text data containing contact history and counseling details was analyzed in this study. To analyze unstructured data, the term frequency-inverse document frequency (TF-IDF) analysis, semantic network analysis, sentiment analysis, and a convolutional neural network (CNN) were implemented. A performance comparison of the models revealed that the predictive model using the CNN provided the best performance with regard to predictive power, followed by the model using the TF-IDF, and then the model using semantic network analysis. In particular, a character-level CNN and a word-level CNN were developed separately, and the character-level CNN exhibited better performance, according to an analysis for the Korean language. Moreover, a systematic selection model for optimal text mining techniques was proposed, suggesting which analytical technique is appropriate for analyzing text data depending on the context. This study also provides evidence that the results of previous studies, indicating that individual customers leave when their loyalty and switching cost are low, are also applicable to corporate customers and suggests that VOC data indicating customers' needs are very effective for predicting their behavior.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2001.10a
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• pp.31-34
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• 2001

The customer unsatisfaction in the new products exists, though the most of enterprises using QFD. It is mainly caused by the failure of corrective determination of technical importance rating(TIR). To derive the technical importance rating, the impact of the fulfillment of design requirements on the satisfaction of customer requirements must first be quantified. This has been accomplished through the use of a 1-3-9 or a 1-5-9 scale and ignored the peak of the house of quality(HOQ). In this paper we suggested the methodology reflecting effectiveness among engineering characteristics and adjusting the relationship strength between customer attribute(CA) and engineering characteristic (EC), by using limit probability and PCMR(pairwise comparison and median rank). With using this method, the determination of TIR would be more suitable for the voice of customers objectively. Here negative correlation is ignored.

• Proceedings of the Korean Society of Precision Engineering Conference
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• 2005.06a
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• pp.123-126
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• 2005

We develop the evaluation method of functional requirements for excavator design. The functional requirement of the product can be deduced from voice of customer. QFD method is used in order to convert customer requirement to functional requirement. The measure of information index is used to evaluate quantitatively the product quality characteristics. The correlation score between customer requirements and functional requirements and benchmarking score of competitors are basic data for the measure of information.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.33 no.4
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• pp.209-217
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• 2010

Reliability tools such as QFD and FMEA identify voice of customer related to product design, its use, how failures may occur, the severity of such failures, and the probability of the failure occurring. With these identified items, a development team can focus on the design process and the major issues facing the product in its potential use environment for the customer. The purpose of this research is to develop a reliability estimation process of agricultural machinery components using QFD, FMEA, and field failure data. Based on QFD method, customer requirements, engineering design elements and part characteristics were deployed. Using the field failure data, failures are investigated, and Weibull B10 life are estimated. This estimation process is useful for preparing the design input and planning the durability target.

• Journal of Korean Society for Quality Management
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• v.32 no.1
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• pp.130-143
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• 2004

Although consumer needs for better products force manufactures to put emphasis on design, often development of a product has been done without the formal process to consider consumer needs. In order to identify the implicit needs of customers and the areas of potential demand on a product, several analysis scheme such as QFD (Quality Function Deployment) has been developed. QFD, also known as the House of Quality, is the efficient tool ever created to tie product and service design decisions directly to customer wants and needs, i.e. VoC (Voice of Customer) To utilize this tool on a product design, first of all, the consumers attributes and the engineering characteristics must be exactly investigated. However there were only few studies about them on shoe design. Hence in this paper we developed an innovative framework for shoes design based on QFD. As a result, we uncovered 29 dominant human satisfaction dimensions as the consumers attributes for customer-oriented quality evaluation of a comfortable shoes. Here, 29 human satisfaction dimensions for a shoe design were identified as the dimensions that represent the human sensitivity and psychological feeling on comfortable shoes. Also, we proposed 60 human interface elements as the engineering characteristics. The relationships between human satisfaction dimensions and human interface elements were investigated. This study will help the designers and manufacturers clarify the conceptual and abstract aspect of the design evaluation by proposing a more systematic and process-oriented method.