Kano-based Six Sigma utilising quality function deployment
by Souraj Salah, Abdur Rahim, Juan A. Carretero
International Journal of Quality Engineering and Technology (IJQET), Vol. 1, No. 2, 2009

Abstract: For any company, the continuous and timely development of new products, which include creative features expected to satisfy customers, is essential to stay competitive. Currently, companies are not only aiming at satisfying customers, but also at delighting them. In fact, some companies aim at customers' loyalty, such that they only buy and recommend their products. Thus, it is important to attain a comprehensive understanding of the dynamic requirements of customers. One of the key models used to achieve that is Kano model. It strengthens Six Sigma and enhances customer satisfaction. Six Sigma is used to reduce variability. This leads to an almost defect-free level which is the focus of the design for Six Sigma (DFSS) approach in building quality upstream. This level can be essential to customers but may not always be economic. Therefore, it is important to understand customer needs and the company's own capabilities. In this paper, an integrated approach to product development is proposed using a Kano-based Six Sigma, which utilises Six Sigma structure and quality function deployment (QFD). This approach will contribute to the innovation of new and existing products or services.

Online publication date: Thu, 21-Jan-2010

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