Fuzzy-KANO-Based Classification Method and its Application to Quality Attributes

Abstract

Abstract: Due to that the traditional Kano questionnaire cannot effectively reflect the customer‘s complex mind, a enterprise is unable to accurately classify the quality attributes of product/service. To solve this problem, a quality attribute classification method based on fuzzy Kano model is proposed. The classification method of quality attributes using Kano model and its implementation procedure is analyzed by designing a Fuzzy Kano model and using Fuzzy comprehensive evaluation (FCE). The feasibility and validity are tested by empirical research in the express industry. Innovations are made in mining customers’ needs as well as implementing effective service management strategy.

Key words: Kano model, fuzzy theory, quality attribute classification, express service
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Meng Qingliang1,2, He Lin1. Fuzzy-KANO-Based Classification Method and its Application to Quality Attributes[J]. Industrial Engineering Journal , 2013, 16(3): 121-125.

References

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