基于Kano模型的用户需求重要度调整方法研究

Regulatory method for importance of customers' requirements based on Kano model

为了使产品获得用户最大满意度,提出了一种基于Kano模型的用户需求重要度调整方法。在该方法中,使用调查表获得用户对产品各种质量的意见,并加以统计和分析,得到产品基本质量、工作质量和惊喜质量的分类。据此,建立了用户满意度与产品质量之间的函数关系,在函数关系中定义一个调整系数k,用来调整质量功能配置中3种类型用户需求的重要度。调查用户对产品质量的满意度以及专业人员对产品质量的评价,获得产品基本质量、工作质量和惊喜质量的调整系数;给出质量功能配置实施过程中的用户需求重要度调整过程。最后,以打火机为例,验证了调整方法的正确性。

In order to get maximum customers＂ satisfaction, a regulatory method for importance of customer requirements based on Kano model was presented. In this method, opinions on various kinds of product attributes could be achieved by questionnaires from customers, then the classification of basic, one--dimensional and attractive attributes was obtained by the statistics and analysis of customer opinions. Then, a function between customer satisfaction and product attributes was established, and a regulatory coefficient k was set up to adjust importance of three kinds of customer requirements in Quality Function Deployment （QFD）. To gain the regulatory coefficient k of basic, one--dimensional and attractive attributes, two questionnaires were built, one focused on customer satisfaction of product attributes, and the other focused on professionals＇ evaluation f product attributes. Then entire process of regulatory method in QFD implementation was presented. Finally the above--mentioned regulatory method was validated by an example of lighter.