Article: Applying SWARA approach and refined Kano model to classify and rank customer requirements, case study: automotive industry in Portugal Journal: International Journal of Management and Decision Making (IJMDM) 2024 Vol.23 No.1 pp.104 - 135 Abstract: Companies aim to increase the quality of products and competitiveness to gain and retain customers. This study proposes a new approach for identifying and prioritising customer requirements (CRs) to improve black uniformity as a luminance characteristic on the surface of a display by evaluating the CRs. The refined Kano and stepwise weight assessment ratio analysis (SWARA) was applied to rank the 112 CRs identified into main categories: 1) technical; 2) quality; 3) delivery; 4) sustainability; 5) cost to develop the product. To validate the approach, an example is performed on automotive display' CRs. The findings showed that mechanical and delivery CRs are critical. Today, climate change is a significant challenge and a severe customer concern. Although sustainability of CRs is not classed as essential items in the production process, suppliers must be diligent in providing them. The results help to improve the automotive industry and other production systems. Inderscience Publishers - linking academia, business and industry through research

Title: Applying SWARA approach and refined Kano model to classify and rank customer requirements, case study: automotive industry in Portugal

Authors: Ahmad Hariri; José Pedro Teixeira Domingues; Paulo Sampaio

Addresses: Doctoral Program on Advanced Engineering, Systems for Industry (AESI), ALGORITMI ResearchCentre/LASI, University of Minho, Braga, Portugal ' Doctoral Program on Advanced Engineering, Systems for Industry (AESI), ALGORITMI ResearchCentre/LASI, University of Minho, Braga, Portugal ' Doctoral Program on Advanced Engineering, Systems for Industry (AESI), ALGORITMI ResearchCentre/LASI, University of Minho, Braga, Portugal

Abstract: Companies aim to increase the quality of products and competitiveness to gain and retain customers. This study proposes a new approach for identifying and prioritising customer requirements (CRs) to improve black uniformity as a luminance characteristic on the surface of a display by evaluating the CRs. The refined Kano and stepwise weight assessment ratio analysis (SWARA) was applied to rank the 112 CRs identified into main categories: 1) technical; 2) quality; 3) delivery; 4) sustainability; 5) cost to develop the product. To validate the approach, an example is performed on automotive display' CRs. The findings showed that mechanical and delivery CRs are critical. Today, climate change is a significant challenge and a severe customer concern. Although sustainability of CRs is not classed as essential items in the production process, suppliers must be diligent in providing them. The results help to improve the automotive industry and other production systems.

Keywords: customer requirements; refined Kano model; stepwise weight assessment ratio analysis; SWARA; automotive industry; Portugal.

DOI: 10.1504/IJMDM.2024.135294

International Journal of Management and Decision Making, 2024 Vol.23 No.1, pp.104 - 135

Received: 17 Jun 2022
Accepted: 25 Aug 2022
Published online: 04 Dec 2023 *

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Title: Applying SWARA approach and refined Kano model to classify and rank customer requirements, case study: automotive industry in Portugal

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