Combining with QFD, Kano Model and IPA in Service Quality Evaluation
碩士 === 國立彰化師範大學 === 企業管理學系 === 97 === This study combines quality function deployment (QFD), Kano model and importance-performance analysis (IPA) to build up the maintaining advantage QFD model and continuous improvement QFD model by not only focusing on primary advantages and disadvantages identifi...
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| Format: | Others |
| Language: | zh-TW |
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2009
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| Online Access: | http://ndltd.ncl.edu.tw/handle/25854302117438319933 |
| Summary: | 碩士 === 國立彰化師範大學 === 企業管理學系 === 97 === This study combines quality function deployment (QFD), Kano model and importance-performance analysis (IPA) to build up the maintaining advantage QFD model and continuous improvement QFD model by not only focusing on primary advantages and disadvantages identified by importance-performance grid but also using customer requirement weights determined by performance weights multiplying Kano weight scores. This method not only considers both satisfaction and importance of a service or product but also identifies suitable technical measures that meet competitive strategies. In addition, in order to take into consideration the competitive strategies and service development stage, this study proposes the maintaining competitive advantage QFD model and improving competitive disadvantage QFD model by benchmarking. The customer requirement weight can be computed similarly to the maintaining advantage QFD model and continuous improvement QFD model.
An example of using Kuo-Kuang Motor Transport Company is illustrated by the above four proposed models.
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