Enhancing important-performance analysis by integrating Kano model for quality improvement: with case study on food and beverage industry.

• Main Authors: Shih, Wen-Hsiu, 施文琇
• Other Authors: Chen, Li-Fei
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/46096292326018465330

碩士 === 輔仁大學 === 管理學院經營管理碩士學程 === 99 === Importance-performance analysis (IPA) is a well-known tool used in developing organizational market strategy. However, IPA has an assumption of independence between importance and performace in which is invalid in certain situations; it may mislead service improvement decisions. On the other hand, Kano’s two dimensional quality model identifies non-linear relationship between quality attributes and customer satisfaction when quality attributes are functional or dysfunctional. The aim of this study is to enhance IPA by integrating Kano’s model. A proposed methodology, called Kano-IPA analysis model, is established based on the Kano’s two-dimensional model to consider non-linear importance when the attributes are functional or dysfunctional in order to overcoming the limitation of the IPA. Furthermore, the Kano-IPA analysis model maintains the effectiveness of the IPA in terms of cheap to use, easy to use and easy to understand the improvement decision-making matrix. Finally, a case study on food and beverage industry was analyzed to verify the effectiveness of the Kano-IPA analysis model. The results prove that Kano-IPA analysis model provides more reasonable decision-making strategies in improving quality attributes.