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Integration of Customer-Product Interaction Into Quality Function Deployment

[+] Author Affiliations
Anna Martí Bigorra, Ove Isaksson

Luleå University of Technology, Luleå, Sweden

Paper No. DETC2016-59992, pp. V007T06A024; 8 pages
doi:10.1115/DETC2016-59992
From:
  • ASME 2016 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference
  • Volume 7: 28th International Conference on Design Theory and Methodology
  • Charlotte, North Carolina, USA, August 21–24, 2016
  • Conference Sponsors: Design Engineering Division, Computers and Information in Engineering Division
  • ISBN: 978-0-7918-5019-0
  • Copyright © 2016 by ASME

abstract

Customer satisfaction is used by many companies as a key performance indicator and it is strategically important to be able to define design requirements that contribute to customer satisfaction when setting targets. For highly complex products such as vehicles, target setting is an evolving process based on continually changing internal and external requirements. Quality Function Deployment (QFD) is a method that provides a structured approach for incorporating customer needs into the product development process. However, in addition to product targets, product usage proficiency also contributes to customer satisfaction. Customers often do not read manuals; they learn by trying things out and sometimes the use of the product ends up outside the expected acceptable range of the designers, delivering to the customer low product performance. The intention of this article is therefore to gain a deeper understanding of the customer by analyzing customer-product interaction of customer products and integrating it into QFD to identify the most interesting design requirements to improve customer satisfaction when developing products that are comparable to the ones lunched in the market. The proposed method facilitates designer awareness of target population before re-designing an existing product and it helps designers to set a starting point to improve usage proficency for each customer by providing individualized feedback.

Copyright © 2016 by ASME

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