Abstract
Customer satisfaction being the primary goal requires fulfilling the voice of customer, which
ultimately dictates the quality of a product or service. This research tends to go ahead of the mere
requirements of customers. The main data collection has been done with the help of planning
matrix of QFD by highlighting various customer attributes. To understand these attributes
various methodologies proposed by (Chan & Wu, 2002) and (Magnusson, Kroslid, & Bergman,
2003) have been adopted. These attributes have been subsequently organized into Kano
categories and adjusted with approximate transformation function proposed by (Tan & Shen,
2000). The aforementioned methodologies have been practically implemented in the current case
of Private Company in Gujranwala, in which their main product ‘alpha’ has been evaluated. This
certainly yields better understanding of Kano Analysis merged with QFD and come up with
thought provoking results, conclusions and suggestion for forthcoming researchers.
ultimately dictates the quality of a product or service. This research tends to go ahead of the mere
requirements of customers. The main data collection has been done with the help of planning
matrix of QFD by highlighting various customer attributes. To understand these attributes
various methodologies proposed by (Chan & Wu, 2002) and (Magnusson, Kroslid, & Bergman,
2003) have been adopted. These attributes have been subsequently organized into Kano
categories and adjusted with approximate transformation function proposed by (Tan & Shen,
2000). The aforementioned methodologies have been practically implemented in the current case
of Private Company in Gujranwala, in which their main product ‘alpha’ has been evaluated. This
certainly yields better understanding of Kano Analysis merged with QFD and come up with
thought provoking results, conclusions and suggestion for forthcoming researchers.
| Original language | English |
|---|---|
| Title of host publication | 2nd Annual Business Research Conference Lahore School of Economics : Managing Business in Pakistan: Challenges & Opportunities |
| Publication date | 27.05.2014 |
| Publication status | Published - 27.05.2014 |
| MoE publication type | A4 Article in conference proceedings |
Keywords
- 512 Business and Management
- quality management
- business and management
- Customer Attributes
- Kano Analysis Analytic Hierarchy Approach
- Quality function deployment (QFD)
- planning