Title: Driving process improvement from customer preference with Kansei engineering, SIPA and QFD methods - a case study in an instant concrete manufacturer

Authors: Elia Oey; Bernice Ngudjiharto; Wennie Cyntia; Monique Natashia; Scherly Hansopaheluwakan

Addresses: International Business & Management Program, Management Department, Binus Business School Undergraduate Program, Bina Nusantara University, Jakarta, 11480, Indonesia ' International Business & Management Program, Management Department, Binus Business School Undergraduate Program, Bina Nusantara University, Jakarta, 11480, Indonesia ' International Business & Management Program, Management Department, Binus Business School Undergraduate Program, Bina Nusantara University, Jakarta, 11480, Indonesia ' International Business & Management Program, Management Department, Binus Business School Undergraduate Program, Bina Nusantara University, Jakarta, 11480, Indonesia ' International Business & Management Program, Management Department, Binus Business School Undergraduate Program, Bina Nusantara University, Jakarta, 11480, Indonesia

Abstract: Today's competitive market forces companies to continuously seek ways to accommodate customer needs and requirement in their product and process improvement. The study is a case study in an instant concrete manufacturer seeking ways to improve its process in order to win its market share. The study used Kansei engineering approach in capturing what customer's wants. The generated customer attributes were then measured and benchmarked against two competitors. SIPA grid was used to group the attributes into cluster of importance. Based on SIPA grid clustering, house of quality was built, and technical attributes were generated as action plans for improvement. The results recommended the studied company to focus on top five action plans, namely 'computerised system to ensure quality', 'bulk pricing', 'bundle promotion', and '1 × 24 hours on time delivery system'.

Keywords: Kansei engineering; SIPA; concrete; quality function deployment; QFD.

DOI: 10.1504/IJPQM.2020.109326

International Journal of Productivity and Quality Management, 2020 Vol.31 No.1, pp.28 - 48

Received: 03 Apr 2019
Accepted: 30 May 2019

Published online: 24 Aug 2020 *

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