Quality Initiative Resource Allocation To Maximize Customer Satisfaction In QFD – Kano Model
- November 18, 2019
- Posted by: webmosesadmin
- Category: abstract
Mokh Suef, Suparno, Moses L. Singgih
Among the quality initiative targets, customer satisfaction becomes company main focus. Unfortunately the customer satisfaction is a moving and invisible target that is very hard to realize. Traditional QFD integrated with Kano Model is one of the attempt devoted to overcome these problems and has been extensively used. This paper considersresource allocation aspects into the QFD and Kano Model. Kano Model divides customer’s requirements into three group requirements: must be, one dimensional, and excitement. Generally those requirements are fulfilled by using strategy of : maintain, improve, and innovaterespectively. Resource needed for these programs are different and will be modeled as an optimization problem in order to maximize the customer satisfaction with regard to operational resources and also improvement strategychosen by the company.
Keywords: Quality initiative, Resource allocation, QFD, Kano