Designing a "voice of customer" program to support knowledge-based-QFD  

Oleh:

Sukwadi, Ronald ; Suef, Mokh. ; Widawati, Enny ; GIOVANY, CYNTHIA

Jenis: Article from Proceeding
Dalam koleksi: 2nd International Conference on Engineering of Tarumanagara (ICET 2015), Jakarta 22-23 October 2015, page IE-03/1.
Topik: Kano model; knowledge-based-QFD; text mining; voice of customer; JABFUNG-RS-FT-2017-15; JABFUNG-2020-RSFT-21
Fulltext: IE 03 Ronald UAJ.pdf (748.1KB)

Isi artikel

In order to survive in today's competitive business world, companies from all fields of industries ought to plan and execute their improvement strategies. The improvement process will be more effective if the voice of customer is used as the reference to plan their strategies. One of the tools widely known to identify the voice of customer is by spreading questionnaire. However, this method is less efficient due to the resources limitation in collecting the data and it has to be conducted 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 method. 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-approach was applied to translate the voice of customer into the category of Kano model. By combining Kano category and internal company data type, the level of priority can be determined. Finally, the output of the program can be used to support knowledge-based-QFD.

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