DEALING WITH KANO MODEL DYNAMICS: STRENGTHENING THE QUALITY FUNCTION DEPLOYMENT AS A DESIGN FOR SIX SIGMA TOOL
Abstract: Six Sigma has been
known to be a breakthrough business strategy to achieve customer satisfaction
through defect reduction and cost optimization. A flawless product or service
would, however, be of little value if it does not sell. Thus, it is of considerable
importance to begin with the customer. Quality Function Deployment (QFD), as a
customer-driven tool in Design for Six Sigma (DFSS) toolset, can be regarded as
one of the most powerful tools to serve this purpose. The success of QFD use
relies heavily on the accuracy of the primary input, that is, the Voice of the
Customer (VOC). To better identify and obtain more accurate VOC, the use of
Kano Model in QFD has been incorporated in the literature. Unfortunately, the
dynamics of Kano Model, such as the fact that what now delights the customer
will become an expected need in the future is often oversimplified and has not
been adequately addressed. The aim of this paper is to shed some light to Kano
Model dynamics modeling by providing a quantitative technique which is based on
compositional data analysis. It is expected that a timely update of customer
needs data may serve as a useful indicator to monitor the progress of how well
a company satisfies its customer over time, and at the same time provide a ground
for formulating the next strategies as to enable the company to respond
differently and continuously over time of its operations. To give some
practical insights, an illustrative example is provided.
Author: Hendry Raharjo
Journal Code: jptindustrigg070003
