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Kano-Model-Based Vehicle Program Actions Planner

IP.com Disclosure Number: IPCOM000009249D
Publication Date: 2002-Aug-13
Document File: 3 page(s) / 107K

Publishing Venue

The IP.com Prior Art Database

Abstract

According to Dr. Noriaki Kano, there are three types of product quality that affect customer satisfaction: basic quality, performance quality, and excitement quality. Customers expect basic quality without compromise. If basic quality is not delivered, customer will be very disappointed. Performance quality measures how well the product meets customers' wants. Higher performance quality proportionally increases customer satisfaction. Customers do not expect excitement quality. If excitement quality is not delivered, customers are not disappointed. When excitement quality is delivered, customer satisfaction and sales volume increase. The Kano model of quality is demonstrated in Figure 1

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Kano-Model-Based Vehicle Program Actions Planner

According to Dr. Noriaki Kano, there are three types of product quality that affect customer satisfaction: basic quality, performance quality, and excitement quality. Customers expect basic quality without compromise. If basic quality is not delivered, customer will be very disappointed. Performance quality measures how well the product meets customers' wants. Higher performance quality proportionally increases customer satisfaction. Customers do not expect excitement quality. If excitement quality is not delivered, customers are not disappointed. When excitement quality is delivered, customer satisfaction and sales volume increase. The Kano model of quality is demonstrated in Figure 1.

Figure 1. The Kano model of quality (Dr. Noriaki Kano, 1970's)

For each vehicle program, hundreds of actions are proposed to improve product quality and customer satisfaction. Due to limited resources, budget has to be allocated for the most critical actions. Each action will impact at least one attribute. How to distinguish between critical and un-critical actions is the key to success of program actions planning.

Method

Program actions that provide basic quality are defined as basic actions. Program actions that provide performance quality are defined as performance actions. Program actions that provide excitement quality are defined as excitement actions. The background data of each action include varied cost per unit, investment, priority type, Kano level to affected attributes and associated degree of contribution.  For example, a proposed action of improving vehicle dynamics and NVH for a vehicle program is "new front ball-joint links". The possible background data of this action are:

Varied cost per unit                                      $-4.58  (minus means savings)

Investment                                                    $120

Priority type                                                  Performance Action

Kano level to vehicle dynamics              10

& Degree of contribution                      1

Kano level to NVH                                      5

& Degree of contribution                      2

The weighted Kano...