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- Title
Determining the Importance of Customer Requirements in QFD - A New Approach based on Kano Model and its Comparison with Other Methods.
- Authors
MADZÍK, Peter; LYSÁ, Ľudmila; BUDAJ, Pavol
- Abstract
Quality Function Deployment (QFD) is currently one of the most popular tools to use when designing a new product or improving an existing one through its attributes. Within the set of matrices that make up QFD, one of the first steps is to identify customer requirements and determine their importance. The methods that are used most frequently to determine the importance of customers' requirements are those that operate with crisp numbers - point direct scoring (PDS) and analytical hierarchy process (AHP). There are also several well-known approaches based on the Kano Model which usually achieve greater accuracy -Tan and Shen method (TSM) or Berger index modified by Tontini adjustment factor (BITAF). The present paper presents a new way of determining the importance of customer requirements - the T4 approach. The new approach take account of the effect of fulfilment or non-fulfilment of a particular requirement on customer satisfaction or dissatisfaction as well as the class of individual requirements and their effect on the improvement ratio. The approach is validated by questionnaire-based research. In conclusion, the paper compares the results achieved by five methods for determining the importance of customer requirements - PDS, AHP, TSM, BITAF and T4.
- Subjects
QUALITY function deployment; KANO model (Product management); NEW product development; CUSTOMER services; ANALYTIC hierarchy process
- Publication
Quality - Access to Success, 2019, Vol 20, Issue 168, p3
- ISSN
1582-2559
- Publication type
Article