• 산업경영시스템학회지
• /
• 제35권1호
• /
• pp.57-65
• /
• 2012

The relationship between product quality/function and customer satisfaction has been considered an important point for the new product development. The seminal paper by Kano was the first to thoroughly address the non-linear relationship between product performance/function and customer satisfaction. In the analysis framework of the original Kano model, five factors are assumed, among which indifference factor occupies 40% in the classification scheme. When we analyze survey response using Kano model, many quality attributes can be resulted in indifference factor. This implies that some attributes which are meaningful tend to be classified as indifferent attributes for the customer satisfaction. In order to tackle this problem, a modified Kano model is proposed by reducing the indifference factor. The modified Kano model can be robust for the survey response. A survey is performed for the quality attributes of the smart phone. The response is analyzed and compared based on the original and modified Kano model. The surveyed quality characteristics of the smart phone are performance related attributes, application programs, functional attributes and subjective emotional quality attributes. Many quality attributes classified as indifference factor in the original model are classified as attractive, must-be, and expected factors, respectively.

• 대한토목학회논문집
• /
• 제42권2호
• /
• pp.239-248
• /
• 2022

최근 건설환경의 변화에 따른 건설프로젝트에서 리스크는 현저하게 증가하고 있다. 리스크를 기회로 인식하는 적극적인 리스크관리가 요구된다. 본 연구의 목적은 Kano 모델, Timko CSC (Customer Satisfaction Coefficient), ASC (Average Satisfaction Coefficient)를 활용한 비교 분석을 통해 중요도 결정 방법의 리스크관리 모델을 제안하는 것이다. 선행연구를 바탕으로 델파이기법을 활용하여 실무자 면담을 통해 Kano 모델을 수정한 설문지를 통해 리스크관리 요인 결정의 타당성을 검토한다. 이를 통해 국내 건설프로젝트 실무자가 인식하는 핵심 리스크관리 요인을 선정하여 적합한 리스크관리 모델을 제시한다. 연구 결과, 건설프로젝트 리스크관리 검증을 위해 개발된 Kano 모델은 실무자의 리스크관리를 검증하는데 유효한 것으로 평가되었다. 본 연구에서 제시한 Kano 모델이 건설프로젝트 리스크관리의 중요도를 검증하는 데에 적극적으로 활용되기를 기대한다.

• 품질경영학회지
• /
• 제39권2호
• /
• pp.305-312
• /
• 2011

Kano model has been widely used to identify and classify customer attributes of a product or a service. The first step of Kano model application is the derivation of customer attributes, and brainstorming has been used conventionally for the purpose. A typical advantage of brainstorming is to get many ideas in a relatively short period, but the practicability of the derived ideas are known to be not so good. The derivation of good and practical ideas is important for the successful use of Kano model. Wish list, bug list and forced connection method as well as brainstorming were applied to PMP(Portable Multimedia Player) in order to derive customer attributes. To compare the idea generation methods, the derived attributes are classified and compared using Kano model.

• 품질경영학회지
• /
• 제46권3호
• /
• pp.717-738
• /
• 2018

Purpose: This study aims to analyze why surveys of a single set of customer requirement result in different Kano analyses depending on the survey questionnaire designs. Methods: This study singled out 14 common features from four different questionnaires of two studies of Smart Car features and analyzed them using the Kano model. Several methods and devices were used: Group Comparison and Timko Index were applied; Kano Distribution Index, Timko Dispersion and Kano Conformity were newly introduced for the quantitative analysis; Correlations between Timko indices from different Kano questionnaires were conducted; Heuristic Splitting technic for reinforcing attribute categorization is introduced. Results: Correlation Coefficient proved strong positive relations among the three questionnaires, whose agreement degree of the resulting Kano attributes showed less than 10% when Indifferent was ignored. Heuristic Splitting on Timko charts enhanced the degree of the resulting Kano attributes up to 80%. Conclusion: Among the questionnaires the representation of customer requirements tends to move by parallel shifts on the Timko chart maintaining their relative locations. Heuristic Splitting suggests a rational solution to the interpretation of those inexplicable attribute categories resulting from traditional Kano methods.

• 대한안전경영과학회:학술대회논문집
• /
• 대한안전경영과학회 2009년도 춘계학술대회
• /
• pp.429-438
• /
• 2009

In order to find out the customer requirements and to develop new products more effectively, the Kano model and QFD(Quality Function Deployment), AHP(Analytic Hierarchy Process) developed and applied. But, Many companies difficult to select the CTQ(Critical to Quality) of new product. Especially the life cycle of cell phone is very short. In this thesis, the Kano model and AHP(Analytic Hierarchy Process) for finding the CTQ(Critical to Quality) for customer satisfaction are suggested. It is explained and discussed with the example of cell phone.

• 자동차안전학회지
• /
• 제14권2호
• /
• pp.75-82
• /
• 2022

Automated vehicles (AVs) are coming to our roadways. In practice, there are still several challenges that can impede the AV sensors are polluted on various road conditions. In this paper, we propose a strategy for V2E performance assurance technology using Kano model. We are developing the vehicle sensor cleaning system about the three types of commonly used sensors: camera, radar, and LiDAR. Surveys were carried out in 30 AV's experts on quality characteristics about V2E performance assurance technology. As a result, the Kano model developed to verify a major requirement of autonomous vehicle's sensor cleaning system. It is expected that the Kano model will be actively used to verify the importance of V2E development strategy.

• 품질경영학회지
• /
• 제31권3호
• /
• pp.98-113
• /
• 2003

Kano model distinguishes three types of customer requirements, namely, one-dimensional quality, must-be quality, and attractive quality. There are a few methods for classifying a given customer requirement into one of the Kano's quality elements. However, the existing methods have a common limitation in that they are based on Kano evaluation table. Kano evaluation table is not always effective for the classification task, and suffers from a significant information loss. This paper proposes an alternative to Kano's evaluation table and a new classification scheme based on fuzzy set concept. The proposed method is illustrated using a case study on the ADSL service.

• Industrial Engineering and Management Systems
• /
• 제10권2호
• /
• pp.140-153
• /
• 2011

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).

• 대한안전경영과학회:학술대회논문집
• /
• 대한안전경영과학회 2010년도 춘계학술대회
• /
• pp.359-369
• /
• 2010

In order to find out the customer requirements and to develop new products more effectively, the Kano model and QFD(Quality Function Deployment), AHP(Analytic Hierarchy Process) developed and applied. But, Many companies difficult to select the CTQ(Critical to Quality) of new product. Especially the life cycle of Digital Camera is very short. In this thesis, the Kano model and AHP(Analytic Hierarchy Process) for finding the CTQ(Critical to Quality) for customer satisfaction are suggested. It is explained and discussed with the example of Digital Camera.

• 산업공학
• /
• 제20권4호
• /
• pp.479-487
• /
• 2007

Many Papers of Customer Satisfaction are issued. Kano who have proposed 'Quality Dualism' for grasping of Customers' potential needs and Timko who have proposed 'Customer Satisfaction Coefficient' that made up for the weak points of Kano's model. The Measure of Timko which have weak points as well that does not consider the indifferent quality of the Kano's model. In this paper, we propose 'Total Customer Satisfaction Coefficient' that made up for the weak points of Timko's Customer Satisfaction Coefficient also Kano's Quality Dualism. And we have applied suggested method to department store.