Article2000

Integrating Kano's model in the planning matrix of quality function deployment

356 citations0/0 files storedTotal Quality Management

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Quality Function Deployment in Product Design Customer Service Quality and Loyalty Color perception and design

Abstract

The quality of a product or service is ultimately judged in terms of customer satisfaction. Focusing on listening to the voice of the customer (VOC), quality function deployment (QFD) has been used as a quality improvement and product development technique in many fields. To achieve total customer satisfaction in an effective way, QFD practitioners should go beyond merely listening to the VOC. This paper presents an integrative approach by incorporating Kano's model into the planning matrix of QFD to help accurately and deeply understand the nature of the VOC. Based on the Kano model analysis, an approximate transformation function is proposed to adjust the improvement ratio of each customer attribute. Customers' raw priorities are thereby adjusted accordingly for achieving the desired customer satisfaction performance. An example is presented to illustrate the use of Kano's model in QFD. Some benefits as well as further improvements regarding this approach are discussed.

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References

1984Attractive Quality and Must-Be Quality 1997The Improvement Guide: A Practical Approach to Enhancing Organizational Performance 1988The House of Quality 1990Quality Function Deployment : Integrating Customer Requirements into Product Design 1998How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment 2012Quality function deployment 1995Quality Function Deployment: How to Make QFD Work for You 1996How to delight your customers

Cited by

2011A critical review of techniques for classifying quality attributes in the Kano model 2008Review, analysis and classification of the literature on QFD—Types of research, difficulties and benefits 2007Integrating the Kano Model and QFD for Designing New Products 2020Research on the influence of after-sales service quality factors on customer satisfaction 2007Integration of Kano's Model Into QFD for Multiple Product Design 2008Prioritizing improvement of service attributes using impact range‐performance analysis and impact‐asymmetry analysis

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