An integrated method of rough set, Kano’s model and AHP for rating customer requirements’ final importance

Li, Yanlai; Tang, Jiafu; Luo, Xiangfeng; Xu, Jie

doi:10.1016/j.eswa.2008.08.036

Cited by 121 publications

(60 citation statements)

References 27 publications

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“…Theoretical knowledge about QFD and modelling has also increased significantly during the last two decades [2,13,14]. Unfortunately, the diverse papers on QFD as an advanced quality tool for improving the performance of manufacturing systems seems to be scattered in several publishing outlets [15][16][17][18][19]. Also, efforts made in the present decade to understand how such knowledge could be integrated so as to benefit investigators seeking to extend the QFD knowledge frontier seem to have produced studies published years ago, which exclude recent literature on the subject.…”

Section: Qfd Historical Developmentmentioning

confidence: 99%

“…Differences in results could be studied for improvement in the eventual operations research model that may emerge if proper integration is made. 17 Chen and Ko [12] The authors consider the close link between the four phases of QFD using the means-end chain (MEC) concept to build up a set of fuzzy linear programming models to determine the contribution levels of each "how" for customer satisfaction by incorporating risk analysis and fuzzy approaches to deal with the vague nature of product development processes.…”

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confidence: 99%

“…Li et al [17] An integrated model is proposed to obtain the final importance of customer requirements in product planning house of quality by combining rough set theory, Kano's model, AHP, and scale method.…”

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confidence: 99%

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Manufacturing Quality Function Deployment: Literature Review and Future Trends

Oke

2013

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Abstract.A comprehensive review of the Quality Function Deployment (QFD) literature is made using extensive survey as a methodology. The most important results of the study are: (i) QFD modelling and applications are one-sided; prioritisation of technical attributes only maximise customer satisfaction without considering cost incurred (ii) we are still missing considerable knowledge about neural networks for predicting improvement measures in customer satisfaction (iii) further exploration of the subsequent phases (process planning and production planning) of QFD is needed (iv) more decision support systems are needed to automate QFD (v) feedbacks from customers are not accounted for in current studies.Keywords: QFD, literature review, house of quality, voice of the customer, customer satisfaction, improvement.

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Section: Qfd Historical Developmentmentioning

confidence: 99%

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confidence: 99%

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Manufacturing Quality Function Deployment: Literature Review and Future Trends

Oke

2013

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“…The major difference in contrast to other wide spread quality models, such as the technical and functional quality model (Gronroos, 1984) or the Gap model (Parasuraman et al, 1985), is that Kano's model is based on the assumption of existence of nonlinear and asymmetric relationships between attribute-level performance of products/services and overall customer satisfaction (OCS). Nevertheless, the empirical studies (Chen and Chuang, 2008;Li et al, 2009;Xu et al, 2009;Sireli et al, 2007) of Kano model are in a sense helpful in materializing the issues that have been emphasized by the holistic frameworks of product development (Fagerström and Olsson, 2002;Browning, 2003;Oppenheim, 2004;Guenov et al, 2006). Kano model is able to identify a set of product attributes satisfying a set of customer needs (Kano et al, 1984;Berger et al, 1993;Matzler and Hinterhuber, 1998;Kai, 2007).…”

Section: Literature Reviewmentioning

confidence: 99%

A Numerical Kano Model for Compliance Customer Needs with Product Development

Rashid¹,

Tamaki²,

Ullah³

et al. 2011

Industrial Engineering and Management Systems

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Abstract. Functional form and dysfunctional form of Kano model are considered as customer need regarding attribute of product. Both functional and dysfunctional forms are: Like, Must-be Neutral, Live-with and Dislike. The answers of customer regarding a product of functional and dysfunctional forms have been applied for selection of customer needs regarding product attribute (Kano evaluation). Filling-up and returning the Questionnaires by the individuals are essential for determining Kano evaluation. But many Questionnaires have not been returned in that case. Moreover, many possible consumers could not get opportunity to fill-up questionnaire. These uncertain or unknown consumers' opinions are also essential for product development. The choices of Kano evaluations have been outlined by: Attractive, One-dimensional, Must-be, Indifferent and Reverse. In this study, choices of evaluation of unknown customer are considered uniform cumulative vector probability (scenario 1). This study is based on the Monte Carlo simulation method, concept of probability and Kano model. This model has also been tested for its soundness and found fairly consistent including existing Kano model (scenario 2) and case survey for headlight of bicycle (scenario 3).

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“…Personal values such as self-fulfillment, self-respect, sense of accomplishment, and security also impacted perceived service quality. Li et al (2009) proposed a new method to obtain the final importance of customer requirements (CRs) in product planning house of quality (PPHOQ). The proposed model used relative reduction and relative core in rough set theory and a decision system was built to acquire CRs in PPHOQ.…”

Section: Introductionmentioning

confidence: 99%

A comparative Kano analysis on customer satisfaction based on customer and employment perspectives

Noorinasab¹,

Hemati²

2012

MSL

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These days, there is a tight competition among business units and all production units or service businesses attempt to use different techniques to increase their market shares. In such environment, customer normally says the last word, in fact, customer plays an important role and in many organizations, it is considered as part of their assets. The purpose of this paper is to propose a hybrid method to detect important criteria using Kano three-dimensional method and prioritize them using analytical hierarchy process. We implement the proposed model of this paper for one of Iranian banks called Bank Melli Iran. The study determines 25 different attributes, categorizes them in three different groups based on Kano model, and ranks them in terms of customers and employees' perspective. The results of the survey indicate that customer and employees mostly have similar views since there are 21 common attributes between them. However, the priorities of these 21 items are often different in terms of two groups of employees and customers.

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An integrated method of rough set, Kano’s model and AHP for rating customer requirements’ final importance

Cited by 121 publications

References 27 publications

Manufacturing Quality Function Deployment: Literature Review and Future Trends

Manufacturing Quality Function Deployment: Literature Review and Future Trends

A Numerical Kano Model for Compliance Customer Needs with Product Development

A comparative Kano analysis on customer satisfaction based on customer and employment perspectives

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