| In order to survive in today's competitive business world, companies from all fields of industries ought to plan and execute their improvement strategies. Improvement process will be more effective if company uses the voice of customer as the reference to plan their strategies. One of the tools widely known to collect the voice of customer is questionnaire. However, spreading questionnaires is judged to be less efficient due to the amount of resources needed to collect customer's perception and it has to be done periodically in order to keep the data updated. The internal company data (complaints, claims, and company envision) were utilized as voice of customer in order to substitute the questionnaire. Kano Model was used to compare internal company data with questionnaire in which three Kano Attributes (must-be, one dimensional, and attractive) are synchronized with complaints, claims, and company envision. In order to shorten the process, a text-mining-based-program was designed to translate the voice of customer into one of the three Kano Attributes instantly. From the combination between Kano Attribute and internal company data type, an importance priority was set to represent the importance of each service attribute to be concerned. The program's output can be used to support knowledge-based-QFD and determine the proper strategies that aim directly to fulfill the customer need. |