A continuous fuzzy Kano’s model for customer requirements analysis in product development

Abstract

In today’s competitive marketplace, customer requirements (CRs) analysis is critically important in the development phase of a new product. One widely used effective tool for CRs analysis is Kano’s model. However, this model only considers crisp descriptions, ignoring the fact that CRs are imprecise and uncertain due to their linguistic origins. Moreover, it provides limited decision support for designers because it is a qualitative method based on discontinuous classification criteria. To tackle these problems, this paper proposes a continuous fuzzy Kano’s model to more accurately analyse CRs. A modified fuzzy Kano’s questionnaire is developed to deal with the imprecision and uncertainty in CRs. It is a self-administered paper questionnaire that consists of closed-ended questions. Furthermore, a continuous approach for fuzzy Kano evaluation is presented to quantitatively analyse CRs. Also, an evaluation index is introduced that allows CRs to be prioritized. A case study of mobile phone development is presented to evaluate the proposed method.

Continuous Fuzzy Kano Model and Fuzzy AHP Model for Aesthetic Product Design: Case Study of an Electric Scooter

“…Index via the C-FKM. The C-FKM is based on the theories of the Kano model and the FKM, which integrates the fuzzy skills and the quantitative analysis method of the Kano model [14]. Wu and Wang [14] defined a continuous approach to the FKM evaluations as follows.…”

“…The fuzzy Kano model (FKM) can assist designers to understand users' demands more accurately; however, this mode is still a method of qualitative analysis, so that the method cannot solve the fuzzy continuity problem [14]. The FKM cannot accurately reflect the relationship between user demand and satisfaction; furthermore, this type of linear scoring system may weaken the importance of user evaluation and user demand.…”

“…It is found that, in the Kano model evaluation table (Table 1) [16], different "influence values" can be given by the 25 combinations. Wu and Wang [14] developed a continuous fuzzy Kano model (C-FKM) to analyze user demand more accurately. Furthermore, research results show that the FKM cannot be used to accurately judge the quality attribute category of a user's demand for mobile phone functions.…”

“…Furthermore, research results show that the FKM cannot be used to accurately judge the quality attribute category of a user's demand for mobile phone functions. The C-FKM is a more accurate analysis method for user demand of quantitative analysis [14]. As there is insufficient accuracy in the user's Kansei image via the traditional Kano model and the FKM, there is limited research literature on the Kansei images of products based on the C-FKM.…”

Integrating Kano model and grey–Markov chain to predict customer requirement states

“…Understanding and fulfilling customer needs is one of the principal factors for product design and development to succeed in the market place. [3][4][5] To well fulfill the current and future customer requirements, companies have to know the transition regularities of customer needs, and design the product with attributes that customers really need and expect. However, customer preferences, tastes and needs are in fast evolution in the 21st-century market.…”