How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment

Technovation ◽  
1998 ◽  
Vol 18 (1) ◽  
pp. 25-38 ◽  
Author(s):  
Kurt Matzler ◽  
Hans H. Hinterhuber
Keyword(s):  
Customer Satisfaction ◽  
Product Development ◽  
Quality Function Deployment ◽  
Development Projects ◽  
Quality Function ◽  
Kano’S Model

An Approach to Dealing with Importance Weights of Customer Needs and Customer Dissatisfaction in Quality Function Deployment Optimization

2014 ◽  
Vol 931-932 ◽  
pp. 1636-1641 ◽  
Author(s):  
Dini Endah Setyo Rahaju ◽  
Dian Retno Sari Dewi
Keyword(s):  
Customer Satisfaction ◽  
Product Development ◽  
Optimization Model ◽  
Quality Function Deployment ◽  
Satisfaction Level ◽  
Quality Function ◽  
Customer Needs ◽  
Kano’S Model ◽  
Customer Dissatisfaction ◽  
Development Resource

This paper explains about the necessity of Quality Function Deployment (QFD) optimization model due to the absence of the formal methodology in QFD for allocating the available product development resource to determine the best possible product specifications. The proposed optimization model also deals with the improper handling of customer need’s importance weight and customer’s satisfaction and dissatisfaction feeling in the QFD process.QFD assumes that the customer need’s importance value is equivalent with the satisfaction level perceived by the customer when the need is met. However, most of the time, a fulfillment of an extremely important customer need does not lead to any improvement in customer satisfaction.QFD also considers that customer satisfaction level will increase automatically as the customer dissatisfaction sources are eliminated. This is not always true, since the sources of customer satisfaction and dissatisfaction are not always the same. Thus, fulfilling a certain customer need to improve customer satisfaction does not automatically reduce the customer dissatisfaction, and vice versa. In order to explain the effect of the customer needs fulfillment on customer satisfaction and/or dissatisfaction, Kano’s model is used. A pencil design example is also presented in the paper. Using Kano’s model in QFD optimization helps to distribute the available product development resource in an effective way to increase the customer satisfaction and to reduce the customer dissatisfaction.

DEVELOPMENT OF INNOVATIVE PRODUCTS USING KANO'S MODEL AND QUALITY FUNCTION DEPLOYMENT

1999 ◽  
Vol 03 (03) ◽  
pp. 271-286 ◽  
Author(s):  
KAY CHUAN TAN ◽  
MIN XIE ◽  
XIAO-XIANG SHEN
Keyword(s):  
Product Development ◽  
Quality Function Deployment ◽  
Web Pages ◽  
Quality Function ◽  
Web Page Design ◽  
Combined Use ◽  
Kano’S Model ◽  
Innovative Products ◽  
Technical Features ◽  
Page Design

Quality and innovation are two main issues involved in product development. When faced with increasingly intense competition from both national and international competitors, organisations usually consider quality and innovation as sources of competitive advantage. Customer satisfaction can be met and exceeded by providing customers with innovative products of high quality. Focusing on the early phases of product development, this paper suggests the combined use of quality function deployment and Kano's model. A case example is presented by employing the proposed method in a World Wide Web page design process. Customer requirements on Web pages were clearly recognised and deeply analysed. Also, further technical features were identified for delivering attractive Web pages. The results from the case example support the proposed framework as a means of innovative product development and attractive quality creation.

scholarly journals Quality Function Deployment Implementation Based on Kano Model An Application on Mobile Vendor Product Development

2011 ◽  
Vol 9 (1) ◽  
pp. 73-77
Author(s):  
Rusdiyantoro Rusdiyantoro ◽  
Yunia Dwie Nurcahyanie
Keyword(s):  
Customer Satisfaction ◽  
Product Development ◽  
Quality Function Deployment ◽  
Effective Communication ◽  
Customer Requirements ◽  
Kano Model ◽  
Quality Function ◽  
Customer Needs ◽  
Business System ◽  
Access Information

The severe competition in the market has driven enterprises to produce a wider variety of products to meet consumers’ needs, a strategic business system allows more effective communication among different  groups at dispersed locations to share ideas and access information needed for developing new productsand executing innovative processes. The mainfunction of mobile vendor product development is to develop an attractive system which ensures customer satisfaction. Therefore, one of the important topics of the system developments is to take customer requirements into consideration.Quality function deployment (QFD) has beenwidely used for numerous years; it is one ofthe structured methodologies that are usedto translate customer needs into specific qualitydevelopment. However, in the traditional QFD approach, each element’s interdependence and customer requirements are usually not systematically treated. Additionally, the Kanomodel can effectively classify customer demandattributes, but to make Kano model moreobjective in the course of weighing.

Peningkatan Kualitas Layanan Konsumen Dengan Metode Servqual Dan Quality Function Deployment

2019 ◽  
Vol 3 (2) ◽  
pp. 60
Author(s):  
Chistofora Desi Kusmindari
Keyword(s):  
Customer Satisfaction ◽  
Quality Function Deployment ◽  
Quality Function

Permasalahan dalam penelitian ini adalah bagaimanakah peningkatan kualitas layanan konsumen CV. Sinar Jaya Agung dengan metode servqual dan quality function deployment dengan tujuan untuk mengetahui persepsi konsumen dengan metode servqual, untuk menentukan nilai gap servqual antara persepsi dan harapan konsumen, dan untuk meningkatkan kualitas layanan sesuai dengan kebutuhan dan keinginan konsumen dengan menggunakan metode quality function deployment. Hasil penelitian ini menunjukkan bahwa semakin tinggi nilai customer satisfaction performancemaka semakin tinggi pula tingkat persepsi konsumen terhadap atribut oleh responden, nilai gap servqual diperoleh nilai tertinggi sebesar 0,35 pada atribut karyawan memiliki kompetensi dan profesional dalam melayani pelanggan. Dengan demikian dapat diartikan bahwa kualitas layanan konsumen yang diberikan sudah bisa dikatakan baik. Hasil pengujian quality function deployment menunjukkan bahwa untuk meningkatkan kualitas layanan sesuai dengan kebutuhan dan keinginan konsumen, maka perusahaan harus melakukan beberapa perbaikan, antara lain: lokasi perusahaan harus mudah dijangkau oleh konsumen, penyediaan checklist pembersihan, pemberian pelatihan rutin kepada karyawan, serta service yang baik dari karyawan pada konsumen.

scholarly journals Improving Service of Quality using Quality Function Deployment

2019 ◽  
Vol 4 (2) ◽  
pp. 68
Author(s):  
Ratna Ekasari ◽  
Nurul Aziza ◽  
M Adhi Prasnowo ◽  
Khoirul Hidayat
Keyword(s):  
Customer Satisfaction ◽  
Completion Time ◽  
Quality Function Deployment ◽  
Employee Performance ◽  
Point Of View ◽  
Title Page ◽  
Quality Function ◽  
Services Industry ◽  
Number Of Customers

<div class="page" title="Page 1"><div class="layoutArea"><div class="column"><p><span>AdiTeknik </span><span>is one of the garages in Sidoarjo, East Java, Indonesia, engaged in repairing services industry tools. This garage recently has problems in attracting customers. Prior studies suggest that one of the things that affect the number of customers is customer satisfaction. After listening to complaints from several consumers, consumers said that they are less satisfied with the quality of the garage. This phenomenon become the trigger for us to investigate the customer satisfaction especially on the </span><span>AdiTeknik </span><span>garage. One method that can be used to help companies to improve the quality according to customer point of view is Quality Function Deployment (QFD). We find that there are twelve attributes of the desires and needs of consumers to improve the quality of garage service of </span><span>AdiTeknik. </span><span>Those are the quality of repair, cleanliness and neatness of the garage, complete facilities for customer, employee performance, repair results in accordance with demand, timeliness of completion, the ability to analyze problems, clarity fees and the completion time, warranty repair results, employee friendliness, ease of contacting a workshop, and a willingness to give feedback. </span></p></div></div></div>

MANAJEMEN KUALITAS JASA PERAWATAN MOTOR DENGAN METODE SERVQUAL, QUALITY FUNCTION DEPLOYMENT DAN MODEL KANO

2017 ◽  
Vol 11 (1) ◽  
pp. 61
Author(s):  
Risky Ramadhano ◽  
Anjar Priyono
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Service Performance ◽  
House Of Quality ◽  
Model Quality ◽  
Managerial Implication ◽  
Quality Function ◽  
Kano’S Model ◽  
The Relationship

The objective of this paper is to investigate the attributes of services at a scooter maintenance centreand how to improve the attributes. As many as 40 customers participated in this study to identify theattributes. The instrument was developed through a combination of literature review, interview focusgroup discussion. Unlike many other studies that assume a linear relationship between servicesattributes and customer satisfaction, this study considers the relationship as non-linear. For thisreason, this study does not only use Service Quality (SERVQUAL) Model but also Kano’s Modelwhich was combined with Quality Function Deployment. The analysis demonstrated that there were13 attributes required by customers of which 4, 5 and 4 were categorised as attractive, onedimensional and must-berespectively according to Kano’s Model. Managerial implication and futureresearch recommendation are also presented at the end of the paper.Keywords: Service quality, Kano’s Model, Quality Function Deployment, Service Performance, Voiceof Customer, House of Quality

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