IDEAS home Printed from https://ideas.repec.org/a/wly/syseng/v14y2011i2p154-172.html
   My bibliography  Save this article

Analysis of Kano‐model‐based customer needs for product development

Author

Listed:
  • A. M. M. Sharif Ullah
  • Jun'ichi Tamaki

Abstract

The Kano model is a useful model for integrating the Voice of the Customer into the subsequent processes of product development. This paper presents a method for analyzing customers' preferences obtained by using the Kano model. In the Kano model, customers' preferences are obtained by using a prescribed form to know whether or not a given product attribute is a Must‐be, Attractive, One‐dimensional, Indifferent, or Reverse attribute for a given product. Since the preference may vary a lot from customer to customer due to the demographic and psychographic factors, a quantitative aggregation process is needed to compute the information content of all customer answers and finally to decide the aforementioned status of each product attribute. Most of the quantitative methods developed so far deal mainly with the imprecision in the customer answers and do not address the uncertain (unknown or missing) customer answers. In fact, a significant number of customers might not be able to submit their answers on time. As a result, a significant number of answers remain unknown that manifests a great deal of uncertainty. This paper shows an approach to simulate the unknown customer answers. In addition, an approach is developed to measure the information content of customer answers integrating the real and simulated customer answers. This is helpful for identifying the correct status (Must‐be, Attractive, One‐dimensional, Indifferent, or Reverse) of each product attribute. Moreover, it is shown that the weighted average type of quantitative analysis is not suitable for quantifying the inherent complexity of customer answers obtained in accordance with the Kano model. © 2010 Wiley Periodicals, Inc. Syst Eng 14: 154–172, 2011

Suggested Citation

  • A. M. M. Sharif Ullah & Jun'ichi Tamaki, 2011. "Analysis of Kano‐model‐based customer needs for product development," Systems Engineering, John Wiley & Sons, vol. 14(2), pages 154-172, June.
  • Handle: RePEc:wly:syseng:v:14:y:2011:i:2:p:154-172
    DOI: 10.1002/sys.20168
    as

    Download full text from publisher

    File URL: https://doi.org/10.1002/sys.20168
    Download Restriction: no

    File URL: https://libkey.io/10.1002/sys.20168?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. M. D. Guenov & S. G. Barker, 2005. "Application of axiomatic design and design structure matrix to the decomposition of engineering systems," Systems Engineering, John Wiley & Sons, vol. 8(1), pages 29-40.
    2. Amihud Hari & Joseph E. Kasser & Menachem P. Weiss, 2007. "How lessons learned from using QFD led to the evolution of a process for creating quality requirements for complex systems," Systems Engineering, John Wiley & Sons, vol. 10(1), pages 45-63, March.
    3. Mike Mannion & Hermann Kaindl, 2008. "Using parameters and discriminants for product line requirements," Systems Engineering, John Wiley & Sons, vol. 11(1), pages 61-80, March.
    4. Marin D. Guenov & Stephen G. Barker & Chris Hunter & Ian Horsfield & Neil Coleridge‐Smith, 2006. "An integrated approach to customer elicitation for the aerospace sector," Systems Engineering, John Wiley & Sons, vol. 9(1), pages 62-72, March.
    5. Björn Fagerström & Lars‐Erik Olsson, 2002. "Knowledge management in collaborative product development," Systems Engineering, John Wiley & Sons, vol. 5(4), pages 274-285.
    6. Bohdan W. Oppenheim, 2004. "Lean product development flow," Systems Engineering, John Wiley & Sons, vol. 7(4), pages 1-1.
    7. Chen, Chun-Chih & Chuang, Ming-Chuen, 2008. "Integrating the Kano model into a robust design approach to enhance customer satisfaction with product design," International Journal of Production Economics, Elsevier, vol. 114(2), pages 667-681, August.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Chao He & Zhongkai Li & Dengzhuo Liu & Guangyu Zou & Shuai Wang, 2023. "Improving the functional performances for product family by mining online reviews," Journal of Intelligent Manufacturing, Springer, vol. 34(6), pages 2809-2824, August.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Meinel, Martin & Eismann, Tobias T. & Baccarella, Christian V. & Fixson, Sebastian K. & Voigt, Kai-Ingo, 2020. "Does applying design thinking result in better new product concepts than a traditional innovation approach? An experimental comparison study," European Management Journal, Elsevier, vol. 38(4), pages 661-671.
    2. Olimpia I. BAN & Ioana T. MESTER, 2014. "Using Kano Two Dimensional Service Quality Classification And Characteristic Analysis From The Perspective Of Hotels' Clients Of Oradea," Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 18(18), pages 30-36, December.
    3. Xiaolun Wang & Xinlin Yao, 2020. "Fueling Pro-Environmental Behaviors with Gamification Design: Identifying Key Elements in Ant Forest with the Kano Model," Sustainability, MDPI, vol. 12(6), pages 1-17, March.
    4. Avner Engel & Shalom Shachar, 2006. "Measuring and optimizing systems' quality costs and project duration," Systems Engineering, John Wiley & Sons, vol. 9(3), pages 259-280, September.
    5. Xin Chen & Chengxie Ma & Chengyu Tao, 2022. "Factors Influencing the Sustainability of Stroke Rehabilitation Services in Community: An Analysis Based on Kano Model," Sustainability, MDPI, vol. 14(20), pages 1-16, October.
    6. Bohdan W. Oppenheim & Earll M. Murman & Deborah A. Secor, 2011. "Lean Enablers for Systems Engineering," Systems Engineering, John Wiley & Sons, vol. 14(1), pages 29-55, March.
    7. Julia Troll & Ivo Blohm & Jan Marco Leimeister, 2019. "Why Incorporating a Platform-Intermediary can Increase Crowdsourcees’ Engagement," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 61(4), pages 433-450, August.
    8. Ieva Meidute-Kavaliauskiene & Halil Ibrahim Cebeci & Shahryar Ghorbani & Renata Činčikaitė, 2021. "An Integrated Approach for Evaluating Lean Innovation Practices in the Pharmaceutical Supply Chain," Logistics, MDPI, vol. 5(4), pages 1-17, October.
    9. Christopher Oster & Michael Kaiser & Jonathan Kruse & Jon Wade & Rob Cloutier, 2016. "Applying Composable Architectures to the Design and Development of a Product Line of Complex Systems," Systems Engineering, John Wiley & Sons, vol. 19(6), pages 522-534, November.
    10. Damjan Vavpotič & Marko Robnik-Šikonja & Tomaž Hovelja, 2020. "Exploring the Relations Between Net Benefits of IT Projects and CIOs’ Perception of Quality of Software Development Disciplines," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 62(4), pages 347-360, August.
    11. John Wood & Shahram Sarkani & Thomas Mazzuchi & Timothy Eveleigh, 2013. "A framework for capturing the hidden stakeholder system," Systems Engineering, John Wiley & Sons, vol. 16(3), pages 251-266, September.
    12. Xin Bao & Tao Zhang & Bart Julien Dewancker & Jiahao He & Siyuan Liu, 2023. "Exploring the Unit Spatial Layout Preference for Urban Multi-Unit Residential Buildings: A Survey in Beijing, China," Sustainability, MDPI, vol. 15(15), pages 1-23, August.
    13. Romulo B. Magnaye & Brian J. Sauser & Jose E. Ramirez‐Marquez, 2010. "System development planning using readiness levels in a cost of development minimization model," Systems Engineering, John Wiley & Sons, vol. 13(4), pages 311-323, December.
    14. Nam, Seungju & Song, Woon-Kyung & Yoon, Heekweon, 2023. "An maintenance, repair, and overhaul (MRO) safety oversight system analysis: A case in Korea," Journal of Air Transport Management, Elsevier, vol. 107(C).
    15. Marin D. Guenov & Stephen G. Barker & Chris Hunter & Ian Horsfield & Neil Coleridge‐Smith, 2006. "An integrated approach to customer elicitation for the aerospace sector," Systems Engineering, John Wiley & Sons, vol. 9(1), pages 62-72, March.
    16. Fang Wang & Hua Li & Aijun Liu, 2018. "A novel method for determining the key customer requirements and innovation goals in customer collaborative product innovation," Journal of Intelligent Manufacturing, Springer, vol. 29(1), pages 211-225, January.
    17. Ebadi Jokandan , Mohsen & Shahbahrami , Asadollah, 2013. "A Solution for the Allocation of Customers Authentication Methods (The Case of Multimedia Contact Center in Agriculture Bank of Iran)," Journal of Money and Economy, Monetary and Banking Research Institute, Central Bank of the Islamic Republic of Iran, vol. 8(2), pages 103-124, April.
    18. Francis Vanek & Peter Jackson & Richard Grzybowski, 2008. "Systems engineering metrics and applications in product development: A critical literature review and agenda for further research," Systems Engineering, John Wiley & Sons, vol. 11(2), pages 107-124, June.
    19. Runliang Dou & Yubo Zhang & Guofang Nan, 2019. "Application of combined Kano model and interactive genetic algorithm for product customization," Journal of Intelligent Manufacturing, Springer, vol. 30(7), pages 2587-2602, October.
    20. Zhuojie Xie & Yuhui Wang & Qingxian Wu, 2018. "Battle damage assessment of surface warship formation based on improved gray relational analysis," The Journal of Defense Modeling and Simulation, , vol. 15(3), pages 269-278, July.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:wly:syseng:v:14:y:2011:i:2:p:154-172. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Wiley Content Delivery (email available below). General contact details of provider: https://doi.org/10.1002/(ISSN)1520-6858 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.