Abstract
For any company, the continuous and timely development of new products and services which include creative features that are expected to satisfy customers is essential to stay competitive. Currently, companies are aiming not only at satisfying customers but also at delighting them. In fact, some companies even aim at winning their customers’ loyalty, such that they only buy their products and recommend no other company to other potential customers. Thus, it is important to attain a comprehensive and deep level of understanding for the dynamic requirements and needs of the customers. One of the key models that can be used to achieve this goal is the Kano model . In this chapter, an integrated approach to product development is proposed using a Kano-based Six Sigma , which utilizes Six Sigma structure and Quality Function Deployment (QFD) . This approach will contribute to the innovation of new and existing products or services.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Notes
- 1.
This chapter is mainly prepared based on our published work: Salah, S., Rahim, A., and Carretero, J. A. (2009). Kano-based Six Sigma utilizing quality function deployment. International Journal of Quality Engineering and Technology, Vol. 1, No. 2, pp. 206–230.
References
Breyfogle, F. W. (2003). Implementing six sigma. Hoboken: Wiley.
Cho, B. R., & Leonard, M. S. (1997). Identification and extensions of Quasiconvex quality loss functions. International Journal of Reliability, Quality and Safety Engineering, 4(2), 191–204.
Clausing, D. P. (1984). Quality engineering by design—The Taguchi method. Paper presented at the 40th Annual Rochester Section Quality Control Conference on March 6.
Crosby, P. B. (1979). Quality is free: The art of making quality certain. New York, NY: McGraw-Hill.
Deming, W. E. (1986). Out of crisis. Cambridge, MA: MIT.
Feigenbaum, A. V. (1991). Total quality control. New York, NY: McGraw-Hill.
Finkelman, D. P., & Goland, A. R. (1990). How not to satisfy your customers (pp. 2–12). Winter: Mckinsey Quarterly.
Foster, S. T. (2007). Managing quality: Integrating the supply chain. Upper Saddle River, New Jersey: Pearson Education-Prentice Hall.
Hassan, A., Baksh, M. S. N., & Shaharoun, A. M. (2000). Issues in quality engineering research. International Journal Quality and Reliability Management, 17(8), 858–875.
Hepworth, M. (1997). How to stem revenue losses resulting from customer dissatisfaction. CMA Magazine, 71(8), 31.
Heskett, J. L., Jones, T. O., Loveman, J. W., Sasser, W. E., Jr., & Schlesiner, L. A. (1994). Put the service-profit chain to work. Harvard Business Review, 72(2), 164–174.
Juran, J. M. (1988). Juran on planning for quality. New York, NY: The Free Press.
Lee, Y.-C., & Huang, S.-Y. (2008). A new fuzzy concept approach for Kano’s model. Expert Systems with Applications. https://doi.org/10.1016/j.eswa.2008.05.034.
Li, M.-H. C. (2003). Quality loss functions for the management of service quality. International Journal of Advanced Manufacturing Technology, 21, 29–37.
Magnusson, K., Kroslid, D., Bergman, B., Hayhanen, P., & Mills, D. (2003). Six sigma: The pragmatic approach. Lund: Studentlitteratur.
Matzler, K., & Hinterhuber, H. H. (1998). How to make product development more successful by integrating Kano’s model of customer satisfaction into quality function deployment. Technovation, 18(1), 25–38.
Plesk, P. E. (1997). Creativity, innovation and quality. Milwakee, WI: ASQC Quality Press.
Shen, X. X., Tan, K. C., & Xie, M. (2000). An integrative approach to innovative product development using Kano’s model and QFD. European Journal of Innovation Management, 3(2), 91–99.
Sreeram, T. R., & Thondiyath, A. (2015). Combining lean and six sigma in the context of systems engineering design. International Journal of Lean Six Sigma, 6(4), 290–312.
Taguchi, G. (1986). Introduction to quality engineering. Michigan: American Supplier Institute.
Tan, K. C., & Shen, X. X. (2000). Integrating Kano’s model in the planning matrix of quality function deployment. Total Quality Management, 11(8), 1141–1151.
Teeravaraprug, J. (2002). Incorporating of Kano’s model in quality loss function. CiteSeerX, Retrieved April, 21, 2009, from http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.19.3757.
Tontini, G. (2003). Deployment of customer needs in the QFD using a modified Kano model. Journal of Academy of Business and Economics, 2(1), 103–116.
Author information
Authors and Affiliations
Corresponding author
Rights and permissions
Copyright information
© 2019 Springer Nature Switzerland AG
About this chapter
Cite this chapter
Salah, S., Rahim, A. (2019). Kano-Based Six Sigma. In: An Integrated Company-Wide Management System. Springer, Cham. https://doi.org/10.1007/978-3-319-99034-7_5
Download citation
DOI: https://doi.org/10.1007/978-3-319-99034-7_5
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-99033-0
Online ISBN: 978-3-319-99034-7
eBook Packages: EngineeringEngineering (R0)