Journal of the Korean Operations Research and Management Science Society (한국경영과학회지)

The Korean Operations Research and Management Science Society (한국경영과학회)
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A Value Based Service Design Using Kano's Model and QFD

Kano 모델과 QFD를 활용한 가치요소 중심의 서비스 디자인 개선방안

  • 배용섭 (단국대학교 대학원 경영학과) ;
  • 유영목 (단국대학교 경영학부)
  • Received : 2011.10.03
  • Accepted : 2011.12.09
  • Published : 2011.12.31
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Abstract

This study proposes a value based service design (VBSD) approach using Kano's model and QFD. Key quality factors and key cost factors are identified, evaluated and then incorporated to produce customer value index (CVI) and provider value index (PVI) which are together used to determine the four value strategy zones. Each value strategy zone suggests its own appropriate service development strategy based on its corresponding CVI and PVI characteristics such as maintaining current service, reducing costs, raising quality or eliminating/creating services. A camping car service design case is applied to this study, which shows the practical contribution of this VBSD approach.

Keywords

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