整合Kano模式與品質機能展開法以滿足顧客需求之研究-以家用電冰箱為例

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Title:	整合Kano模式與品質機能展開法以滿足顧客需求之研究-以家用電冰箱為例
Other Titles:	Integrating Kano's model into QFD for satisfaction of customer's needs: a case of domestic refrigerator
Authors:	邱國亮;Chiu, Kuo-liang
Contributors:	淡江大學企業管理學系碩士在職專班吳坤山;Wu, Kun-shan;羅惠瓊;Lo, Hui-chiung
Keywords:	Kano模式;品質機能展開法;顧客需求;Kano’s Model;QFD;Customer’s Need
Date:	2008
Issue Date:	2010-01-11 04:14:03 (UTC+8)
Abstract:	本研究首先藉由問卷調查與Kano二維品質模式歸類方法及品質改善模式圖之分析，瞭解消費大眾對家用電冰箱品質屬性之重視程度；再透過參與個案公司專家團隊的研討，引用QFD品質機能展開手法將顧客需求轉換成產品開發設計之工程特質，經由建構家用電冰箱品質屋，可增加個案公司產品開發之效率，並使產品能夠真正滿足顧客之需求。整合Kano二維品質模式與QFD品質機能展開法之模式，主要在於引用Kano品質要素歸類結果於QFD顧客需求重視程度之計算及排序上。本研究推導出Kano二維品質屬性與品質改善模式之對應關係，並以Kano二維品質模式歸類結果及品質改善模式圖對品質屬性之重要度做雙重確認；再依消除不滿意優先於增加滿意實施之判斷，對「二維品質歸類-改善模式」組成之3×3矩陣，分別給予9種組合1~9分不等的配分或權重。依此重要度的配分或權重在接下來的品質機能展開時，在品質屋之顧客需求及工程特質的排序計算上，即以此做為重要度的配分或權重，達成整合Kano二維品質模式與QFD品質機能展開法之目的與效益。 The study via questionnaire, Kano''s Two-Dimensional Quality Model and the analysis of Quality Improvement to realize the values of the customers to quality elements to domestic refrigerator. And via participating in the research and discussion from the focus group, introducing the way of QFD, to transfer Customer''s requirement into Engineering Characteristics. By constructing the House of Quality to increase the efficiency of product development and to satisfy customer''s requirement. The integration of Kano''s Two-Dimensional Quality Model and QFD method is mainly used to introduce the result of QFD method into the customer''s requirement from the QFD method and the values of customer''s preference. This study has introduced the relationship matrix between Kano''s two-dimensional quality elements and quality improvement modes and importance of quality elements by double confirmed. According to judgement on decrement dissatisfaction more than increment satisfaction, the 3×3 matrix is composed of Kano''s two-dimensional quality elements and quality improvement modes, that have 9 sets compose，it is supplyed 1~9 score or weight dividedly. According to importance’s score or weight, which has introduced into calculation and sorting of importance of customer''s requirements for QFD, the purpose and efficiency of integrating kano''s model Into QFD have accomplished.
Appears in Collections:	[Graduate Institute & Department of Business Administration] Thesis

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