Title: TRIZ and the Kano model: proposing an integrated approach for improving product quality according to customer needs

Authors: Arash Shahin; Saeed Abedi; Mohammad Javad Ranjbar; Ahmad Kamali

Addresses: Department of Management, University of Isfahan, Hezarjarib St., 81746-73441, Isfahan, Iran ' Department of Industrial Engineering, Yazd University, Yazd, Iran ' Quality Management Research Group, University of Isfahan, Isfahan, Iran ' Department of Industrial Engineering, Alborz Campus, University of Tehran, Tehran, Iran

Abstract: In the today's competitive world, meeting the expectations of the customers regarding quality and obtaining more market share requires finding innovative methods to develop and improve product quality. Therefore, in this article, a new approach has been proposed for evaluating customer needs using Kano questionnaire and prioritising the methods for satisfying these needs using contradiction matrix based on the conditions and the limitations of manufacturers. In order to evaluate the proposed approach, one of the products of an automobile manufacturer company and seven quality attributes of the product have been studied. Findings indicate that from the manufacturer's perspective, practicality of the changes during production process is of the highest importance.

Keywords: TRIZ contradiction matrix; Kano questionnaire; quality attributes; automobile industry; automotive manufacturing; decision making; product quality; customer needs.

DOI: 10.1504/IJPQM.2017.082639

International Journal of Productivity and Quality Management, 2017 Vol.20 No.3, pp.392 - 404

Received: 23 Nov 2014
Accepted: 25 Jul 2015

Published online: 04 Mar 2017 *

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