An Integration of Kano Model, QFD and Six Sigma to Present a New Description of DFSS

Business competitiveness is no longer a choice but a matter of survival in global market place. For any company, the continuous and timely development of new products and services, which include creative features that are expected to satisfy customers, is essential to remain competitive. At present, the companies not only focus on customer satisfaction, but also want to please them that ultimately lead them towards loyalty in future. Therefore, in-depth and quick understanding of the dynamic needs of customers can be important in the development of products and markets through a short period of time. However, there have been numerous failures in product development efforts leading towards enormous waste of time and resources. One of the reasons for this is the lack of a structured and comprehensive process for product development that utilizes powerful models and methodologies, such as Kano model, QFD and modern QI methodologies as well as the principles of concurrent engineering including cross-functional teams and timely communication. As all these methodologies share the same goals of pursuing customer satisfaction thus their integration into a common model is possible and beneficial Kano model strengthens the modern QI methodologies such as Six Sigma or Lean Six Sigma approach and further enhances customers’ satisfaction level. Six Sigma is used to achieve high-levels of stability through reduction in process and product variation. This directs to an almost defect free level which is also the focus of DFSS (or DMADV) building quality upstream for existing products and new product development methods. This level is essential to the customer, but not necessarily economic. Therefore, it is important to understand the customer's needs and requirements of the target, and understanding about company's own capabilities and costs. In addition to integrating Kano model and QFD into Six Sigma, the proposed approach extends previous works on these models. This paper presents a new description of the DFSS structured approach including a simple way for calculating the degree of importance for customer requirements with the adoption of Kano factor (K).An integrated approach for DFSS is proposed for practitioners to strategically understand the VOC. It included the use of different powerful tools such as Kano model, QFD, Taguchi’s QLF, TRIZ, AHP, DOE, SIPOC and FMEA. All of these tools are relevant and have consensus in terms of solving customer problems to achieve customer satisfaction. They also complement each other and can be integrated together, within DFSS, to form a better methodology. Therefore, the integration of these tools for the DFSS method is considered to be possible and useful. This work extended the previous works regarding these tools, included new ideas and incorporated them in a new model. Kano model lies in the center of the framework as it forms a basis for a profound understanding of the customer needs. The DFSS methodology utilizes Deming’s PDCA cycle through the DMADV phases for Cl. Kano model strengthens DFSS and brings an intelligent approach to understand and prioritize customer requirements. In addition, a generic case study is used to demonstrate some of the steps in the proposed methodology about how it can be implemented. Keywords: Kano model, QFD, QI, Six Sigma, VOC, DFSS, QLF, FMEA, CI, DMADV, SIPOC, Customer satisfaction, product developmen

Kano Model and QFD integration approach for Ergonomic Design Improvement

AbstractIncreasing consideration has been given to Ergonomics in product design since the last several decades. Nowadays, more companies apply ergonomic aspects to their products to fulfill customer requirement and satisfaction of new products development. Customer requirement and satisfaction measurement can be achieved through various methods. This paper presents joining methods of Kano Model and Quality Function Deployment to improve the school workshop's workstation design for adolescent in terms of ergonomic and users need. A survey was done to 336 students to identify problems of the current workstation. Data gathered was translated into Kano questionnaire and answered by 255 students. Then it was clarified and used in the House of Quality matrix. At the end of the study, we find that both methods were able to prioritize the modification elements to be implemented into the new ergonomically designed workstation

Manufacturing Quality Function Deployment: Literature Review and Future Trends

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

Analyzing factors affecting patient satisfaction using the Kano model

Customer needs associated with the healthcare sector are constantly evolving with the technological advancements, rising costs, and shifts in patient demographics. Challenges associated with understanding patient needs impact the quality of care and life, safety, and satisfaction. The objective of this research was to develop a methodology to collect and analyze the needs associated with healthcare units that differ based on the type of care and services and patient perceptions over time. The proposed methodology provides insights into the voice of the customer through visualization of the relationship between the performance of quality attributes and customer satisfaction. Cronbach\u27s alpha is employed in the proposed methodology to ensure internal consistency of the instrument used to gather the voice of the customer. In addition, the chi-square test for goodness of fit is included in the proposed methodology to test the distribution. The Fisher\u27s exact test value (p) from the Chi-square test of independence is used to evaluate patients\u27 responses and effect sizes were analyzed using Cramer\u27s V to determine the magnitude of effect between the variables. These steps enabled patient responses to be compared by demographics. The proposed methodology was validated through a study of the factors affecting patient satisfaction related to health services. The analysis suggests that the patient responses can be evaluated using the demographic factors. The study suggests that the proposed methodology is beneficial in understanding the growing patient complexity, and maintaining ongoing efforts into understanding patient needs by tracking them over time and with shifts in the demographic environments --Abstract, page iv

Appliance to Predict the Quality of Hypothetically Modified Products

Customizing the quality of the product to change customer expectations is a necessary action in good, prospering organizations. In enterprises, the most beneficial solutions consider the future satisfaction of customer with the product. This issue is not easy and is not resolved; therefore, integration of different techniques was proposed as part of a single, coherent appliance. Therefore, the aim is to propose the appliance to predict the quality of hypothetically modified products. The appliance was developed by adequately selected and combined techniques, i.e., survey research with the Likert scale, AHP method (Analytic Hierarchy Process), Pareto rule (20/80), WSM method (Weighted Sum Model) and Naive Classifier Bayes. The concept of the proposed appliance concerns the possibility of determining important product attributes and possible combinations of feature states. Based on this, the quality levels were estimated, and then satisfaction with the hypothetical modifications of the product was predicted. The test was carried out on the vacuum cleaner. As a result, four combinations of product modifications were determined, which have been created based on hypothetical and actual attributes. Each modification was satisfying for the customer. Therefore, the proposed apparatus turned out to be effective in predicting customer satisfaction for the modified quality levels. Originality is to propose a new integration of different techniques to predict levels of quality product modification based on current product quality

A product design framework for one-of-a-kind production using integrated quality function deployment and operational research techniques

The process of product design as an early stage of new product development provides systematic approaches that can lead to the success of a company’s competitive strategy in the current turbulent market. By launching an efficient product design procedure can result in the reduction of engineering modifications, cost and production time. One-of-a-Kind Product (OKP) is known as a particular manufacturing system of new product design and development with emphasis on the special order concept. Quality Function Deployment (QFD) is a comprehensive design framework with cross-functional team members that leads to the development of new or improved products. QFD starts with the House of Quality (HOQ) as an organizing matrix to identify the customers’ requirements (CRs) and translate them into the technical attributes (TAs) of the product and followed by determining the target values for the sets of technical attributes. An evaluation approach to determine the relative importance of CRs and TAs should be considered. In previous researches, the traditional methods such as simple scoring method and application of operational research techniques such as Analytic Hierarchy Process (AHP) were reported to weigh the requirements and attributes. Despite the obvious inner-relationships among the elements, considering the HOQ as a hierarchical system may be inefficient. In addition, the contradictory effects of a TA on two or more CRs, is the problem that has been neglected. Here, a mathematical model was developed for calculating the TAs target values. A case study (dry gas filter, Namdaran Petro-Gas Industries (NPI™)) is presented to exhibit and verify the procedure of OKP product design. Initially, the framework was developed by integrating QFD-operational research (Analytic Network Process (ANP)) as a systematic method for improvement of dry gas filter design. Interview and study of documents were used to identify the CRs. A robust evaluation on customers’ priority and attributes’ importance with respect to inner-relationships among criteria/sub-criteria was performed. Furthermore, the effects of TAs on CRs with regard to their direction (positive/negative) were considered as the fundamental for developing a Multi-Objective Decision Model (MODM) to be used for determining the TAs target values. For this purpose, the fuzzy conversion scaling technique followed by formulating the partial satisfaction separately was applied. Modified TOPSIS was used to select the basic design among the available designs for further modification. Later, the process continues with the second phase, translating the TAs into the key parts. The available options (retailers) to supply the key parts were identified. As the normal procedure of QFD the relative importance’s of key parts and the options were determined. Finally, a zero-one goal programming was presented to select the optimum options for each key part subject to the budget constraint. Overall, the developed QFD-ANP framework provides a systematic approach that has the potential to be used for designing OKP product

IDENTIFIKASI KEPUASAN KONSUMEN TERHADAP ATRIBUT PRODUK PEMBANGKIT LISTRIK ENERGI ALTERNATIF DENGAN MENGGUNAKAN KANO’S MODEL DI LANGKAT

Alternative energy is a term that refers to all usable energy that aims to replace conventional fuels without any unintended consequences. In the context of this research, alternative energy is meant as renewable energy. Renewable energy is energy generated from natural sources, such as sunlight, wind, rain, tidal currents, and geothermal, which are renewable or can reappear naturally after its utilization. Many methods, procedures and techniques are adopted by the customer satisfaction as enhanced by the design of An Alternative Energy Utilization. This study seeks an assessment of user satisfaction, which in this case is the community, to combine Quality Function Deployment and Kano's model as design techniques in product design and development by focusing on capturing and translating consumer desires into a product design. The calculation results show the most important characteristic to be immediately corrected is Technology sophistication and Production Cost with the highest cost estimate, the degree of importanceand difficulty level. From the planning matrix obtained the product attribute that is Generation Price and Durability become the priority of improvement because it has the biggest weight

Application of Quality Function Deployment in new product and service development

Quality Function Deployment (QFD) is a systematic process to integrate customer requirements into every aspect of the design and delivery of products and services. Understanding the customers wants or needs from a product or service is crucial to the successful design and development of new products and services. QFD is a system that utilizes customer demands to meet client missions by outlining what the customer wants in a service or product. QFD was used in this research to determine customer needs and thus to ensure that customer demands are met. This methodology is demonstrated using two case studies: Hydrogen Fuel Cell Vehicle (HFCV) and American Society for Engineering Management (ASEM). QFD was also integrated with SERVQUAL to present an effective methodology that was demonstrated in a Career Opportunities Center (COC) case study. The results included prioritized customer requirements, resource allocations and technical requirements. The QFD methodology presented in this study could serve as a powerful tool in the development of many new products/services --Abstract, page iv