A study on customer satisfaction using quality function deployment (QFD), kano approach and theory of inventive problem solving (TRIZ) toward product quality

Mohd Khairul Ashraf , Ghazali (2014) A study on customer satisfaction using quality function deployment (QFD), kano approach and theory of inventive problem solving (TRIZ) toward product quality. Project Report. UTeM, Melaka, Malaysia. (Submitted)

Text STUDY ON CUSTOMER SATISFACTION USING QUALITY FUNCTION DEPLOYMENT QFD KANO APPROACH AND THEORY OF INVENTIVE PROBLEM SOLVING TRIZ TOWARD PRODUCT QUALITY CASE STUDY HANGER PRODUCT 24PAGES.pdf Restricted to Repository staff only Download (250kB)

Abstract

The purpose of this study is to examine on customer satisfaction using Quality Function Deployment (QFD), Kano Approach and Theory of Inventive Problem Solving (TRIZ) toward the product. In product development, three aspects were considered that consists of emotional toward product, characteristic requirement, and technical attributes. The survey method used is a questionnaire which is performed in three tests (Preliminary Test, Main Test, and Post Test). In Main Test, there were 500 respondents involved to complete the questionnaires. The questionnaires included ten current hanger designs, material and design consideration, customer motivation, Kano attributes questions (Functional and Dysfunctional), and the six words that represent the emotional of customer toward product hanger. According to the result, most of the respondents tend to prefer Design 1, Design 5 and Design 6 compared to the others. In order to validate the result, Post Test has been done by adding six new designs. Those new designs were developed using Theory of Inventive Problem (TRIZ) and the result, ‘Dynamics’ designs have been produced. Then, the most preference design is Design 8 (new design). Furthermore, this design is described by respondents as a ‘Stylish’ design. Moreover, from the integrating Kano model with QFD, the customer requirement and product features was determined regarding to improve the design. The result shows that the ‘Constructed with Support Rod’ (K6) and ‘Having Side Hook’ (K7) is the most important attributes. Those requirements have strong significant correlation with the highest design attributes (Mixed Material) of product hanger. Hence, this study is recommended to use different methods for analyzing the data that consist of Eigen Value, Coefficient Correlation Index and Linear Programming (decision making method). Furthermore, in order to obtain the most preferences design this study can use TOPSIS method, Rough Set, Fuzzy and Promethee.

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