Use of the Kano's Model in the Quality Function Deployment Planning Matrix

Demirbag S., Cavdar E.

EGE ACADEMIC REVIEW, cilt.16, sa.2, ss.211-225, 2016 (ESCI) identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 16 Sayı: 2
  • Basım Tarihi: 2016
  • Doi Numarası: 10.21121/eab.2016219976
  • Dergi Adı: EGE ACADEMIC REVIEW
  • Derginin Tarandığı İndeksler: Emerging Sources Citation Index (ESCI), TR DİZİN (ULAKBİM)
  • Sayfa Sayıları: ss.211-225
  • Van Yüzüncü Yıl Üniversitesi Adresli: Evet

Özet

The approach of using Kano Model and Quality Function of Deployment (QFD) technique together, provide us with the evaluation of the features of different products from the eyes of customers. Moreover the combination of Kano Model with QFD enables the information about the priority requirements for a business which is seeking customers' satisfaction. In this study, the combination of Kano Model and QFD technique has been analyzed by an application applied on smart phones. In the study, customers' requirements are classified by analyzing with Kano Model and the relationship between the level of satisfaction with each of the requirements is found out. Then, the primary requirements are determined by using Kano Model on QFD planning matrix. In order to use Kano Model on QFD planning matrix a method, in which satisfaction and dissatisfaction coefficients are used, is applied.