An analytical Kano model for customer need analysis

作者：Xu Qianli; Jiao Roger J^*; Yang Xi; Helander Martin; Khalid Halimahtun M; Opperud Anders

来源：Design Studies, 2009, 30(1): 87-110.

DOI：10.1016/j.destud.2008.07.001

• product design
• automotive design
• perception
• evaluation
• Kano

In an effort to address the inherent deficiencies of traditional Kano method, this paper proposes an analytical Kano (A-Kano) model with focus on customer need analysis. Kano indices in accordance with the Kano principles are proposed to incorporate quantitative measures into customer satisfaction. Accordingly, two alternative mechanisms are proposed to provide decision support to product design, (1) the Kano classifiers are used as tangible criteria fir categorizing customer needs, and (2) the configuration index is introduced as a decision factor of product configuration design. The merit of product configurations is justified using a Kano evaluator, which leverages upon both the customer's satisfaction and the producers capacity. A case study of dashboard in automotive design is also presented. It is demonstrated that the A-Kano model can effectively incorporate customer preferences in product design, while leading to an optimal tradeoff between customers satisfaction and producers capacity.

• 出版日期2009-1
• 单位南阳理工学院