关键词: Kano模型, 用户需求重要度

Abstract: In order to get maximum customers satisfaction, a regulatory method for importance of customer requirements based on Kano model was presented. In this method, opinions on various kinds of product attributes could be achieved by questionnaires from customers, then the classification of basic, one-dimensional and attractive attributes was obtained by the statistics and analysis of customer opinions. Then, a function between customer satisfaction and product attributes was established, and a regulatory coefficient k was set up to adjust importance of three kinds of customer requirements in Quality Function Deployment (QFD). To gain the regulatory coefficient k of basic, one-dimensional and attractive attributes, two questionnaires were built, one focused on customer satisfaction of product attributes, and the other focused on professionals evaluation of product attributes. Then entire process of regulatory method in QFD implementation was presented. Finally the above-mentioned regulatory method was validated by an example of lighter.

Key words: Kano model, importance of customers requirements, quality function deployment