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Article: Deployment of customer needs in the QFD using a modified Kano Model.(Quality Function Deployment)
- Article from:
- Journal of Academy of Business and Economics
- Article date:
- March 1, 2003
- Author:
CopyrightCOPYRIGHT 2003 International Academy of Business and Economics. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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ABSTRACT
The quality of a product or service is key for customer satisfaction. The level of satisfaction is ultimately dependent on the fulfillment of customer needs. Quality Function Deployment (QFD) has been an important tool in the translation of the voice of the customer (VOC) into product's specification. Since de impact on customer satisfaction is different for each customer requirement, it is very important to determine which attributes of a product or service bring more satisfaction than others. It is also important to use this information in an appropriate way in the QFD process. The Kano Model of customer satisfaction can determine attractive or must-be ...