基于聚类分析改进重要度分类的卡诺模型和6-I-S模型及其应用

The Refined Kano's Model and 6-I-S Model Based on Importance Classification Using Clustering Analysis and Their Application

文章在改进的卡诺模型的基础上,考虑到质量特性重要度,并应用系统聚类分析法改进了重要度分类,结果更加符合帕累托原理。接着将质量特性进一步细分,提出了基于聚类分析改进重要度分类的卡诺模型和6个区域的重要度-满意度模型(6-I-S模型)。以某型号空调为例说明了同时应用两个模型倾听顾客心声,能为企业进行质量改进提供更多有价值的信息。

Based on refined Kano＇s model and considering the importance of quality characteristics, the present study improves the classification of the importance using hierarchical clustering method, which ac- cords with Pareto principle. Then refined Kano＇s model and six regional importance-satisfaction model （6-I-S model）based on importance classification using clustering analysis are developed. Two models which can enable firms to obtain much more valuable information are illustrated with a case study.