Determining the Importance Values of Quality Attributes Using ASC

Abstract

Purpose: Determination of the importance values of quality attributes is very important to integrate the Kano model with QFD. A new method to determine the importance values of quality attributes is proposed. Methods: ASC(Average Satisfaction Coefficient) is proposed in order to determine the importance values of quality attributes. To evaluate the effectiveness of ASC, a case study of modern TV sets is conducted, and the performance of ASC is compared with direct importance evaluation and AHP pairwise comparisons. Results: The result of ASC application is similar with those of direct importance evaluation and AHP pairwise comparison. Conclusion: ASC is an effective instrument to determine the importance values of quality attributes. It doesn't need a cumbersome process like AHP pairwise comparison, and can be calculated using the data for the conventional Kano model. Key Words：Importance of Quality Attributes, Kano Model, ASC(Average Satisfaction Coefficient) 1. 서 론 † \ 지난 수십년간 고객 만족을 위한 품질의 중요성을 인지하고 이를 측정 및 개선하려는 다양한 노력들이 학계 및 산업계에서 시도되어 왔다. 그 중 Kano 모델(1984)은 QFD와 통합 연구[4, 5, 19, 25, 27, 28]되어 제품이나 서비스 의 품질특성에 대한 고객의 주관적 만족도를 효과적으로 측정하는 유용한 도구로 널리 활용되고 있다[17, 24, 29].