Özet:

Quality Function Deployment (QFD) is one of the most important methods developed for identifying customer requirements and needs and helping in developing products and services according to those needs for companies adopting Total Quality Management approach. Besides, this approach gives them a competitive advantage in their markets. Kano’s model assumes that meeting customer requirements does not contribute to customer satisfaction proportionally for each requirement type and departing from this viewpoint it categorizes customer requirements into three main groups (i.e. expected, existing and exciting).Integrating Kano’s model into QFD planning matrix makes it possible to develop better products and services and gives a chance to attain a satisfaction level that is well beyond just meeting expectations which results in long-term customer loyalty. Based on the Kano Model analysis, an approximate transformation function is proposed to adjust the improvement ratio of each customer requirements. Customers’ raw priorities are thereby adjusted accordingly for achieving the desired customer satisfaction performance. An example of the firm that displays activity is presented to illustrate the use of Kano’s Model in QFD

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