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Research on Module Selection Method Based on the Integration of Kano Module with QFD Method  [PDF]
Hang Liu
Journal of Service Science and Management (JSSM) , 2012, DOI: 10.4236/jssm.2012.52025
Abstract: To solve the challenge of deciding which modules should be chosen when developing new products, a new methodology has been proposes. This module selection method combines Kano model into a QFD framework to get the final importance of modules. The QFD approach is first applied to get initial importance ratio. Then, the application of the Kano model adjusts the importance ratio with a consideration of overall satisfaction. Thereafter, the final relative importance can be determined by using QFD function. A process model is given to apply the method successfully and unambiguously. Finally, the feasibility and efficiency of this method is demonstrated by a case study.
Kriswanto Widiawan,Irianty Irianty
Jurnal Teknik Industri , 2004,
Abstract: The management of supermarket usually has some assumptions about the customers' expectation. Sometimes these assumtions do not reflect the nature of customers' expectations. Because of this miss perception, the supermarket looses its profit and becomes inefficient. This research was carried out in order to find out the customers' expectation on facilities and services of the supermarkets according to the servqual dimensions. The outcomes will be mapped into Kano categorizations. The researcher asked the customer dan manager of four supermarkets to fill the prepared questionnaires. Based on the result of customers' questionnaires, tangible, reliability and assurance dimensions were categorized as one dimensional. While responsiveness and emphaty dimensions were categorized as indifferent. Based on the result of managers' questionnaires, all servqual dimensions were categorized as one dimensional. After comparing the results of customers' and managers' questionnaires, there are three of four supermarkets which are match each other. Abstract in Bahasa Indonesia : Manajemen supermarket pada umumnya memiliki asumsi-asumsi mengenai harapan konsumen yang belum tentu sama dengan harapan konsumen sesungguhnya. Akibat ketidaktahuan informasi penting tersebut, tidak sedikit supermarket yang mengalami kerugian atau kinerjanya tidak efisien. Tujuan penelitian ini adalah mengetahui harapan konsumen tentang fasilitas dan layanan supermarket menurut dimensi servqual yang dipetakan ke dalam kategori Kano. Penelitian dilakukan terhadap konsumen dan manajer dengan cara memberikan kuesioner. Menurut responden konsumen supermarket, dimensi servqual yang tergolong kategori one dimensional adalah tangible, reliability dan assurance. Sedangkan dimensi responsiveness dan emphaty termasuk kategori indifferent. Sementara itu, responden manajer supermarket berpendapat semua dimensi servqual termasuk kategori one dimensional. Dari empat supermarket yang diteliti, diketahui ada tiga supermarket yang cocok persepsinya antara manajer dengan konsumennya. Kata kunci: Dimensi servqual, metode Kano, kepuasan konsumen.
QFD和Kano模型的集成方法及应用  [PDF]
重庆大学学报 , 2008, DOI: 10.11835/j.issn.1000-582X.2008.05.010
Abstract: 针对质量功能配置(qualityfunctiondevelopment,QFD)应用过程中的难点,即如何准确而有效地理解用户需求,将Kano模型引入QFD,以Kano模型的分析结果作为QFD的输入.同时,在总结Matzler和Hinterhuber集成方法的基础上,针对其不足,利用更广泛的评分等级更清楚地表明用户需求和工程特性间的强相关与弱相关的区别,用权重统计测试法来处理当2个用户需求的权重很相近时的情况,在此基础上对原集成法进行改进,并实际应用于某一机电产品,证明了此方法的有效性.
A hybrid of Kano and QFD for ranking customers’ preferences: A case study of bank Melli Iran
Mohammad Hassan Pourhasomi,Alireza Arshadi Khamseh,Yaser Ghorbanzad
Management Science Letters , 2013,
Abstract: Nowadays, many service provider organizations compete to survive and surpass other competitors in the world. They apply new techniques and instruments to identify and to prioritize important criteria for their customers to gain customer satisfaction. Banks, as one of the service provider organizations, are no exception. Quality plays essential role in banking industry and customer’ gratification is considered as one of the major and essential goals in this field. Recognition and awareness regarding the customers’ needs and requirements would facilitate providing satisfactory services. It could be said that improved understanding, accurate identification and prioritization of bank customers’ requirements are the keys to success for bank managers. The present study aims to integrate two approaches of Quality Function Deployment (QFD) and Kano's model through implementation of Analytical Hierarchy Process (AHP). This study proposes a novel approach to identify and to analyze the priorities of bank customers’ requirements. The results indicate that the priorities of bank customers are different before and after integration of Kano’s Model in the planning matrix of QFD.
servqual模型在我国图书馆服务质量评价中的适应性研究——基于kano理论  [PDF]
图书情报工作 , 2009,
Abstract: ?运用kano理论分析servqual模型的22个指标,统计分析22个指标中的魅力属性、一元属性、必备属性以及无关属性的数量。研究结果表明,servqual的评价结果不具有很好的说服力,需要经过修正,如对必备属性指标和一元属性指标进行吸收,对低魅力属性指标考虑丢弃,去掉无关属性指标,加入我国文化背景下特有的一些服务指标等,以期为构建我国图书馆的服务质量评价模型提供决策参考依据。
Research on Promoting After-Sales Service Quality of Real Estate Industry Based on Kano, QFD and Other Tools——Taking the Fangyuan Group Real Estate Development Co. Ltd as a Case

陈志军, 吴志新
Advances in Social Sciences (ASS) , 2013, DOI: 10.12677/ASS.2013.24011
Abstract: 房地产的售后服务由于售后服务管理体制不健全,管理不规范和工作经验的缺乏该行业遭遇到成长过程中必然产生的各种问题,受到的消费者投诉在各行业之首,为了解决该问题,本文通过基于KANO模型与QFD集成的顾客(或业主)需求设计方法研究,为房地产售后服务行业分析顾客需求提供了一种新的方法。本项目还以浙江一家房地产开发有限公司的售后服务中心为例,分析该公司在房地产售后服务质量改进方面KANO 模型与 QFD等工具的应用过程及应用效果。
Various problems happened in the growth process of real estate service because of distempered- ness of after-sales service management system, irregularities of management and lack of work experience. Most consumer complaints appear in the real estate market. In order to solve the problems, this paper pro- vides after-sales service of real estate industry with a new approach by analyzing the customers’ requirements based on KANO model integrated with QFD customers (or owners) design method. This paper takes an after-sales service center of a real estate company in Zhejiang Province as an example and analyzes the application process and application result of this company with quality improvement tools: KANO model and QFD.
Trustworthy software evaluation based on QFD

XIONG Wei,WANG Juan-li,CAI Ming,

计算机应用研究 , 2010,
Abstract: To synthetically evaluate the multidimensional attributes of software trustworthiness, tracking and controling software trustworthiness in software development are important and it is a challenging topic in software engineering. By using the tool of house of quality(HOQ) in quality function deployment(QFD) and integrating Kano model, this paper proposed a method to evaluate software trustworthiness. Finally, it gave a case of aerospace operating system software development to show the validity and feasibility of this method.
Hendry Raharjo
Jurnal Teknik Industri , 2007,
Abstract: Six Sigma has been known to be a breakthrough business strategy to achieve customer satisfaction through defect reduction and cost optimization. A flawless product or service would, however, be of little value if it does not sell. Thus, it is of considerable importance to begin with the customer. Quality Function Deployment (QFD), as a customer-driven tool in Design for Six Sigma (DFSS) toolset, can be regarded as one of the most powerful tools to serve this purpose. The success of QFD use relies heavily on the accuracy of the primary input, that is, the Voice of the Customer (VOC). To better identify and obtain more accurate VOC, the use of Kano Model in QFD has been incorporated in the literature. Unfortunately, the dynamics of Kano Model, such as the fact that what now delights the customer will become an expected need in the future is often oversimplified and has not been adequately addressed. The aim of this paper is to shed some light to Kano Model dynamics modeling by providing a quantitative technique which is based on compositional data analysis. It is expected that a timely update of customer needs data may serve as a useful indicator to monitor the progress of how well a company satisfies its customer over time, and at the same time provide a ground for formulating the next strategies as to enable the company to respond differently and continuously over time of its operations. To give some practical insights, an illustrative example is provided.
A Kano Model Based Linguistic Application for Customer Needs Analysis
Md Mamunur Rashid,Jun'ichi Tamaki,A.M.M. Sharif Ullah,and Akihiko Kubo
International Journal of Engineering Business Management , 2011,
Abstract: Linguistic is the systematic study of language. Now quality doesn't always mean the "tangible attribute" of a product or service. It may also be linguistic. Thus, linguistic has applied for product design through capturing the voice of Customers. Capturing of the voice of customers has been done in different way, like Quality Function Deployment (QFD), Kansei Engineering and Kano Model regarding product design. Kano Model has two dimensional linguistic approaches, which is more voice capturing capacity than other methods. Reverse attribute study is important for more reliable product design for next actions than other attributes of Kano model i.e. attractive, must-be, one-dimensional and indifferent. Thus, this paper is exclusively study for reverse attribute. For this purpose, a reverse attribute based linguistic approach, which is run in the computer system for product design regarding Kano model aspect using threshold numbers of real consumers opinions converted into probability through fuzzy concept as an input of Monte Carlo Simulation system determining virtual customers is described in this paper.
Promoting Unity of Marketing Design Process by Using QFD

KONG Zao,|jie,HAO Yong,|jing,

系统工程理论与实践 , 2001,
Abstract: This paper introduces the basic concept of QFD and HOQ , and formulates the feasibility of the application of QFD to marketing management . A conceptual model and two methods of marketing survey are presented and a procedure design of marketing management using QFD is described.
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