Customer requirement system for vehicle product development plan By KANO`s model and QFD = Customer requirement system for vehicle product development plan By KANO`s model and QFD
저자
( Marisa Germprapai ) ; ( Natcha Thawesaengskulthai(ph. D. ) )
발행기관
학술지명
권호사항
발행연도
2015
작성언어
Korean
주제어
자료형태
학술저널
수록면
677-695(19쪽)
제공처
Purpose- The global automotive industry□s trend is continually growing with high competition including automotive industry in Thailand. Thus the dynamic of automotive business is required to continuously develop new product and to meet new customer□s voice. This research proposes a new methodology to analyze customer requirements for vehicle product plan by modified Kano□s model and Quality Function Deployment (QFD). Moreover, the results can provide guidance for product development plan and offer useful to future vehicle design for research and development department. Methodology - The research starts by collecting requirements from the customers who bought new car models: eco car and sport utility vehicle (SUV) model with mileage not over 30,000 kilometers and normal usage. The total of 300 customers in Thailand were collected during November 2014 to January 2015. In addition, warranty data were collected from the global claim data of a case company during January to December in 2014. Exterior and interior categories are separated between problems and expectations of requirement. The quality attributes of Kano□s questions were designed and analyzed by customer satisfaction coefficient to categorize and prioritize their importance. Furthermore, the data was analyzed by adjust improvement ratio which used in a section of important customer requirement into house of quality. The data was construed thought the QFD. Moreover, risk evaluation were combined to provide extra information of the high risk items for an effective decision. Result from the approach provides developmet plan which suggest to research and development department of the future vehicle design. Finally, we tested the acceptance and satisfaction rate of the new vehicle development plan from the factory staff and managers. Findings- An integration of QFD with the modified Kano□s model was applicable to develop an effective customer requirement system that helps vehicle development plan□s decision. Kano□s question is used to classify the vital design elements that cause satisfaction and dissatisfaction of customers. The three ranking attributes of first priority were (1) need assist grip at front trim pillar, (2) need more cup holder and (3) need engine start. QFD was applied to transform the quality attributes to product development plan. The customer requirement system was evaluated from staff and manager of a case company. The result found that the average of overall satisfaction is at 78.4%, the average of feasibility is at 86.2%, the average of usability is at 74.6% and the average of utility is at 78.9%. A case study company agreed and accepted customer requirement system with modified Kano□s model and QFD technique for satisfaction surveys in fiscal year 2015. Research implication - The varied customer requirement is difficult to consider and discuss for the new or improve product. The result obtained a better prioritization plan for improving product/service attribute performance. These profoundly analyzed customer requirements are then conducted into the QFD process which provides guidance for product development plan and offer useful for future vehicle design. Moreover, the acceptance and satisfaction rate of customer requirement system for vehicle product development plan were measured with questionnaires from the staff and manage at the case company. Originality /Values- The paper proposed a new method in collecting and analyzing customer requirements to decision-making for future vehicle product by using the Kano□s model and QFD. In addition, customer requirements are priority evaluated by the importance grid to provide a holistic view to ease the discussions for improvement planning. The dynamic of automotive business is required to continuously develop new product and to meet new customer requirements.
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