Integrating Kano's model in the planning matrix of quality function deployment

Tan, Kiang Hwee; Shen, Xiaoxiang

doi:10.1080/095441200440395

Cited by 286 publications

(179 citation statements)

References 9 publications

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“…Where: It is important to note that the value here is still raw, in that it has not considered the adjustment factor, as suggested by Tan and Shen (2010). Here, the adjustment factor refers to the value resulting from the categorisation of the Kano Model.…”

Section: Integrating Qfd Into the Kano Modelmentioning

confidence: 99%

“…The higher the IR 0 value, the more urgently improvement is needed. Following the suggestion of Tan and Shen (2010), IR 0 is calculated using the following equation:…”

Section: Integrating Qfd Into the Kano Modelmentioning

confidence: 99%

“…Here, the adjustment factor refers to the value resulting from the categorisation of the Kano Model. The value adjusted improvement ratio was calculated using a formula proposed by Tan and Shen (2010), as follows:…”

Section: Integrating Qfd Into the Kano Modelmentioning

confidence: 99%

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Improving service quality of hospital front office using an integrated Kano model and quality function deployment

Priyono

Yulita

2017

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Purpose: The aims of this study are twofold: first, it attempts to investigate service attributes in a hospital front office; and second, to identify strategies to improve those service attributes. Design/methodology:This study used integration of Quality Function Deployment and Kano Model. The research instrument, which takes the SERVQUAL model as its starting point, was developed using a comprehensive set of techniques, including a literature review of relevant topics, interviews and focus group discussions. Using a sample of 140 customers of an international hospital situated in Yogyakarta, Indonesia, 14 service attributes required by customers were identified. The attributes, which were further categorised into 5 attractive, 4 one-dimensional and 5 'must-be' attributes, were analysed using the Kano Model. Practical implications: Service providers will benefit from the findings of this study, as both the service attributes and technical requirements that require improvement as a priority are identified.-923-Intangible Capital -https://doi.org/10.3926/ic.1001 Originality/value: It is the first time that front office quality of hospital is examined using integrated method of SERVQUAL, QFD and Kano Model. The recommendations proposed from this comprehensive method offer novel solution that has never been found in existing study.

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Section: Integrating Qfd Into the Kano Modelmentioning

confidence: 99%

“…The higher the IR 0 value, the more urgently improvement is needed. Following the suggestion of Tan and Shen (2010), IR 0 is calculated using the following equation:…”

Section: Integrating Qfd Into the Kano Modelmentioning

confidence: 99%

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Improving service quality of hospital front office using an integrated Kano model and quality function deployment

Priyono

Yulita

2017

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“…La metodología SERVQUAL también ha sido utilizado en diferentes aplicaciones prácticas [8] y además, presenta convergencias con el QFD [9], respecto a la identificación de las principales áreas de oportunidad, tanto de productos como de servicios, en particular la herramienta QFD se enfoca a una diferencia que no está definida originalmente en el modelo SERVQUAL: diferencia entre la expectativa del servicio y/o producto y las especificaciones -estándares de calidad aplicables; esta diferencia es un vacío teórico en el modelo SERQUAL y, al analizar las ventajas conceptuales y metodológicas de la herramienta QFD, invita a pensar que efectivamente son complementarias para el entendimiento integral de los requerimientos del cliente, basado en especificaciones tangibles de manufactura y servicio.…”

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Aproximación Teórica para el Diseño de un Modelo Integral de Satisfacción de Cliente

Álvarez¹,

Jiménez²,

Perry³

2014

ingeniare

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En este artículo se presenta la teoría de la gestión de la calidad enfocada a la satisfacción del cliente, sus modelos, herramientas, metodologías, y se identifican las aportaciones teóricas relevantes y, sus variables principales, para diseñar un modelo integral, que pueda ser usado como una herramienta de competencia que incrementará la satisfacción del cliente, mediantee la traducción de su voz, y la excelencia en la ejecución de la manufactura y servicio.El modelo integral propuesto es una aproximación teórica que responde a la necesidad c de mejora la competitividad de las organizaciones, por medio de la satisfacción de clientes y lealtad de los mismos Este artículo es uno de los primeros estudios conceptuales que extraen de la amplia teoría de la gestión de calidad, aquellas herramientas y modelos principales que tienen por objetivo la satisfacción del cliente.

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“…It is a structured process for collecting and distilling knowledge from a group of experts. The Kano model is a tool to support product specification by differentiating product features which are perceived to be important to customers (see Tan, and Shen, 2000;Shen, Tan, Xie, 2000).…”

Section: Customersmentioning

confidence: 99%

A groupware system for virtual product innovation management

Cormican

O’Sullivan

2007

Hum Ftrs & Erg Mfg Svc

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We are experiencing a radical shift in the way organisations are designed, structured and organised. New organisational forms such as virtual strategic partnerships and networks are replacing traditional bureaucratic, hierarchical organisations. Business leaders are adopting project focused, re-configurable e-business models or networks to maximise core competencies in order to fulfil customers' needs. This is particularly evident in the area of product innovation where organisations are adopting new approaches or ways of working in order to compete. Product innovation management is a complex process because of the range of technical issues that must be addressed and the variety of competencies that must be employed over the life of the development effort. Such initiatives require a substantial investment in terms of resources such as time, money and effort, all of which are limited.Therefore it is imperative that this process is properly managed and supported by effective structures and systems. This paper focuses on product innovation management in a distributed or virtual environment. It reports on a qualitative case study targeted at product managers. The challenges to managing a portfolio of product innovation projects in a virtual environment are identified and discussed. From this analysis, a web-enabled groupware system is presented.

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Integrating Kano's model in the planning matrix of quality function deployment

Cited by 286 publications

References 9 publications

Improving service quality of hospital front office using an integrated Kano model and quality function deployment

Improving service quality of hospital front office using an integrated Kano model and quality function deployment

Aproximación Teórica para el Diseño de un Modelo Integral de Satisfacción de Cliente

A groupware system for virtual product innovation management

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