关键词: 质量屋, 质量功能展开, 产品设计, 顾客满意, 顾客需求, 重要度

Abstract: Prioritization of customer requirements in House of Quality (HOQ) for product improvement was investigated by an integrated method. By using the competitiveness evaluation data and utility values of the products of a company and its competitors, the optimal model to determine the importance ratings of customer requirements corresponding to each selected customers was constructed and resolved by using Lagrange function, then the fundamental importance ratings of customer requirements were acquired by using group decision-making approach. A concept of the importance rating of achieving the Improvement Target of Satisfaction Degree (ITSD) of a customer requirement was introduced, based on the integration of balanced scorecard, proportion criteria and analytic hierarchy process, the importance rating of achieving the ITSD of a customer requirement was determined. Finally, based on a combination of the fundamental importance rating, the importance rating of achieving the ITSD, and “sale point” of each customer requirement, its importance rating for product improvement was determined, and then customer requirements were prioritized for product improvement. A case study was provided to illustrate the application of the presented method.

Key words: house of quality, quality function deployment, product design, customer satisfaction, customer requirement, importance rating, prioritization