基于Kano-QFD的个性化产品属性指标最终重要度确定方法
首发时间:2014-03-28
摘要:为使个性化产品获得最大顾客满意度,提出了一种基于Kano-QFD的产品属性指标最终重要度确定方法。首先,借鉴Kano模型的分类思想将顾客需求分为5类(魅力需求、期望需求、基本需求、无关需求和相反需求),并根据分类估计Kano因子;其次,根据需求特征分析分别构建顾客满意度数学模型并采用曲线拟合的方法求解该模型,获得顾客满意度值,进而对顾客需求重要度进行适当修正。然后将需求信息分析结果集成到质量屋模型中计算得到产品属性指标最终重要度;最后,以个性化人像产品为例说明提出方法的合理性和有效性。
关键词: 个性化产品 属性指标 Kano模型 质量功能配置(QFD) 顾客满意度
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Determination of attribute final importance for personalized product development using Kano model and QFD integration approach
Abstract:To obtain maximum customer satisfaction for personalized product development, this paper proposes a method to determine attribute final importance using Kano model and Quality Function Deployment (QFD) integration approach. Firstly, customer requirements are classified into five categories (attractive, one-dimensional, must-be, indifferent and reverse requirements) based on Kano model, and Kano factor of each customer requirement is estimated according to its category. Secondly, mathematical model of customer satisfaction for each category is established respectively according to requirement characteristics analysis and its solution is achieved by curve fitting method. The calculation method of each requirement's customer satisfaction value, customer requirement importance and product attribute final importance are introduced in detail. Finally, the proposed approach is applied to personalized portrait-based product industry to demonstrate its feasibility and effectiveness.
Keywords: Personalized product;Attribute;Kano model;Quality Function Deployment (QFD);Customer satisfaction
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No.4590629862484139****
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