基于顾客满意度的改进设计决策模型

The Decision Model of Improvement Design Based on Customer Satisfaction

由于科学技术发展越来越快,产品生命周期缩短,生产成本降低空间缩小,技术创新空间降低,各企业对顾客满意度的关注度越来越高,但是随着产品生命周期的缩短,产品更新换代速度的加快,企业对于产品改计的切入点寻找难度增加,改进成本也随之提高,本文从顾客满意度的角度,对卡诺(Kano)模型进行改进,引入优先指数,将待改进指标进行排序,使企业的改进方向更为明确,为改进决策起导向作用。

Along with the more rapid development of science and technology,the life cycle of product is shorter,the room of production cost for reducing narrow and technology innovation space decrease,the enterprise focus more attention on the customer satisfaction,but along with the contraction of the product life cycle and the rapid speed of upgrade of products,the point cut for product change plan is more difficult for the enterprise,and the cost of improvement rises too.The paper has mended the Kano model from the Angle of customer satisfaction,and sorts the improvement index to clear the direction of improvement well for the enterprise,finally,to direct the improve decision.