Kano-QFD 통합모형에서의 고객 요구속성 중요도 산정

• 영문명: Derivation of Weights for Customer Requirements Attribute in Kano-QFD Integration Model
• 발행기관: 한국산업경영시스템학회
• 저자명: 문경원(Kyung-Won Moon) 김낙훈(Nak-Hoon Kim) 정병호(Byung-Ho Jeong)
• 간행물 정보: 『산업경영시스템학회지』제37권 제1호, 68~78쪽, 전체 10쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2014.03.31

영문 초록

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.

목차

Abstract

1. 서론

2. 이론적 배경

3. QFD-Kano 통합 모델의 확장

4. 사례 연구

5. 결론

References

키워드

PI Index Kano Analysis Quality Function Deployment Customer Satisfaction