유아용 분말죽 제품의 고객요구품질과 내부관리요소 규명을 위한 QFD Model과 Kano-QFD Model 비교

조해림(Haelim Cho),장혜자(Hyeja Chang) 한국식품영양과학회 2021 한국식품영양과학회지 Vol.50 No.6

우리나라의 출산율은 계속 하락하고 있으나, 젊은 부모의 라이프스타일 변화에 따라 이유식이나 유아용 간편 편의식 시장은 크게 성장하고 있다. 본 연구의 목적은 유아용 분말죽 제품의 잠재 고객인 단체급식 시장의 메뉴작성자를 대상으로 유아용 분말죽 제품의 주요 품질특성의 우선적 개선품질과 이에 대한 관리활동의 우선순위를 QFD(Quality Function Deployment) 모델과 Kano-QFD 모델을 적용하여 평가하였다. 또한 유아용 분말죽 제품의 품질 속성을 Kano 모델로 분류하여 제시하였다. 유아용 분말죽 제품에 관한 고객요구품질 속성을 Kano 범주로 분류한 결과, 매력적 품질은 단백질 풍부, 철분 함유, 칼슘 함유, DHA 함유, 휴대 편리성, 건강식 이미지, 유아 친화적 이미지이고, 일원적 품질은 제품이 맛있음, 미생물 기준규격 적합, 영양적으로 우수, 알레르기 식품 표시, 물에 잘 풀려야 함이며, 당연적 품질은 재료 본연 맛 느낌, 식품 구성성분 표시, 무관심 품질은 산패취 없음, 첨가물 무첨가로 나타났다. 고객이 요구하는 제품의 품질 속성에 대한 조정된 중요도는 QFD 모델에서 산패취 없음, 알레르기 식품 표시, 제품이 맛있음으로 위생, 제품의 구성성분 표시, 미생물 기준규격 적합 순으로 나타났다. Kano-QFD 모델에서는 칼슘 함유, 단백질 풍부, DHA함유, 철분 함유 등 영양적 특성의 순으로 나타났다. 고객요구품질을 충족하기 위한 제품개발자의 기술적 관리활동 우선순위는 QFD 모델의 경우 주재료의 함량, 원재료의 신선도(품질) 유지, 주식재료를 포장지에 그림으로 넣기, 녹색(환경)으로 표현하기의 순으로 나타났으며, Kano-QFD 모델에서는 주재료의 함량, 주식재료를 포장지에 그림으로 넣기, 단백질을 함유한 천연 식재료 첨가, 칼슘을 함유한 천연식재료 첨가 순으로 나타났다. 결론적으로 본 연구를 통해 Kano-QFD 모델은 고객 만족과 불만족에 영향을 주는 품질특성을 분류하고 만족을 유발하는 품질 속성에 더 높은 가중치를 부여함으로써, QFD 모델보다 소비자의 요구도를 더 정확하게 반영하고 고객 만족을 극대화할 수 있음을 확인할 수 있었다. Despite the decline in Korea’s fertility rate, the baby foods market has expanded rapidly. This study compared the Quality Function Deployment (QFD) model and the Kano-QFD model in identifying the quality requirements of baby food consumers and the management activities for product developers to achieve consumer-driven qualities. Data were collected from 48 potential consumers for the product taste and consumer survey and five food product developers for managerial requirements. From the Kano categories on the quality attributes, the attractive quality included richness in protein, iron, calcium, and DHA and portability. In contrast, the one-dimensional quality included the attributes of deliciousness, meeting microbial standard specifications, nutritionally superiority, allergy notation, and high dissolvableness in water. In the relative importance for customer requirements, the QFD model was in the order of no rancid flavor, allergy notation, and deliciousness, whereas the Kano-QFD model was in the order of richness in calcium, protein, and DHA. Regarding the priorities of technical management activities of product developers to meet customer requirements, the QFD model was in the following order: the content of the main ingredients, freshness maintenance of raw materials, and main ingredients pictures on the package. In contrast, the Kano-QFD model was in the order of the content of the main ingredient, pictures of the main ingredients on the package, and the addition of natural ingredients containing protein. In conclusion, this research confirmed that the Kano-QFD model is better than the QFD model, highlighting the need for more focus on the quality attribute weighting based on customer satisfaction.

Customer requirement system for vehicle product development plan By KANO`s model and QFD

( Marisa Germprapai ),( Natcha Thawesaengskulthai(ph. D. ) ) 한국품질경영학회 2015 한국품질경영학회 학술대회 Vol.2015 No.2

Purpose- The global automotive industry□s trend is continually growing with high competition including automotive industry in Thailand. Thus the dynamic of automotive business is required to continuously develop new product and to meet new customer□s voice. This research proposes a new methodology to analyze customer requirements for vehicle product plan by modified Kano□s model and Quality Function Deployment (QFD). Moreover, the results can provide guidance for product development plan and offer useful to future vehicle design for research and development department. Methodology - The research starts by collecting requirements from the customers who bought new car models: eco car and sport utility vehicle (SUV) model with mileage not over 30,000 kilometers and normal usage. The total of 300 customers in Thailand were collected during November 2014 to January 2015. In addition, warranty data were collected from the global claim data of a case company during January to December in 2014. Exterior and interior categories are separated between problems and expectations of requirement. The quality attributes of Kano□s questions were designed and analyzed by customer satisfaction coefficient to categorize and prioritize their importance. Furthermore, the data was analyzed by adjust improvement ratio which used in a section of important customer requirement into house of quality. The data was construed thought the QFD. Moreover, risk evaluation were combined to provide extra information of the high risk items for an effective decision. Result from the approach provides developmet plan which suggest to research and development department of the future vehicle design. Finally, we tested the acceptance and satisfaction rate of the new vehicle development plan from the factory staff and managers. Findings- An integration of QFD with the modified Kano□s model was applicable to develop an effective customer requirement system that helps vehicle development plan□s decision. Kano□s question is used to classify the vital design elements that cause satisfaction and dissatisfaction of customers. The three ranking attributes of first priority were (1) need assist grip at front trim pillar, (2) need more cup holder and (3) need engine start. QFD was applied to transform the quality attributes to product development plan. The customer requirement system was evaluated from staff and manager of a case company. The result found that the average of overall satisfaction is at 78.4%, the average of feasibility is at 86.2%, the average of usability is at 74.6% and the average of utility is at 78.9%. A case study company agreed and accepted customer requirement system with modified Kano□s model and QFD technique for satisfaction surveys in fiscal year 2015. Research implication - The varied customer requirement is difficult to consider and discuss for the new or improve product. The result obtained a better prioritization plan for improving product/service attribute performance. These profoundly analyzed customer requirements are then conducted into the QFD process which provides guidance for product development plan and offer useful for future vehicle design. Moreover, the acceptance and satisfaction rate of customer requirement system for vehicle product development plan were measured with questionnaires from the staff and manage at the case company. Originality /Values- The paper proposed a new method in collecting and analyzing customer requirements to decision-making for future vehicle product by using the Kano□s model and QFD. In addition, customer requirements are priority evaluated by the importance grid to provide a holistic view to ease the discussions for improvement planning. The dynamic of automotive business is required to continuously develop new product and to meet new customer requirements.

KANO+QFD 모델을 기반으로 IoT 반려묘 음수기의 디지털 터미널 디자인 방향 제안

장새난(Sai Nan Zhang),이의범(Yi Fan Li),리메이르(Mei Le Le) 한국디자인리서치학회 2024 한국디자인리서치 Vol.9 No.2

최근 반려동물용품 시장이 점차 확대되고 있다. 특히 사용자의 요구가 단순한 관심에서 경험과 감정적 요구로 전환되면서 지능형 IoT 기반 반려동물 관리 제품에 대한 수요도 계속해서 증가하고 있다. 따라서 본 연구에서는 현재 시장의 반려동물 음수기가 기본적인 기능에만 초점을 맞출 뿐 사용자 경험 디자인을 소홀히 하는 문제를 해결하고자 하였다. 본 연구는 먼저 사용자 여정 지도를 구축하여 사용자가 모바일 및 IoT음수기와 상호작용 시 행동 경로를 분석함으로써 사용자의 요구를 도출하였다. 이어서 KANO 모델을 토대로 사용자 만족도와 요구 사항의 중요도에 대한 정성적 분석을 실시하여 요구 사항의 우선순위를 결정하고, 품질 기능 배치(QFD) 도표를 구축하여 디자인 요구 사항의 중요성을 분석하고 정량화하였다. 연구 결과 ‘음수량 통계 디자인’에 대한 요구 사항과 ‘수질 모니터링 피드백 디자인’에 대한 요구 사항의 중요도 가중치가 가장 높은 것으로 나타나 디지털 종단 시스템 디자인 과정에서의 핵심 디자인 요구 사항이 됨을 보여주었다. 이를 토대로 본 연구는 KANO와 QFD 모델을 결합해 IoT 스마트 음수 시스템 플랫폼 디자인 방향을 제안하였다. 또한 사용자 요구의 관점에서 반려묘 IoT 음수기의 원격 사용자 종단 시스템 디자인에 대한 방향성을 제공하였다. The pet supplies market is witnessing a gradual expansion, with a particularly notable increase in demand for intelligent IoT-based pet management products. In this context, consumer demands are shifting from mere interest to desires for experiences and emotional engagements. This study aims to address the prevalent issue in the current market where the majority of pet water dispensers focus solely on basic functionalities, neglecting deep user experience design. The research begins by constructing a user journey map to analyze the behavioral paths of users interacting with mobile and IoT water dispensers, thereby deriving user needs. Subsequently, a qualitative analysis based on the Kano model is conducted to determine the priorities of user satisfaction and requirements, and a Quality Function Deployment(QFD) chart is developed to analyze and quantify the importance of design requirements. The findings indicate that the importance weights of water intake statistics design requirements and water quality monitoring feedback design requirements are the highest, becoming key design considerations in the digital end-to-end system design process. Therefore, this study proposes a design direction for the IoT smart drinking system platform through the combined application of the Kano and QFD models, offering guidance on the remote user end system design for IoT pet water dispensers from a user needs perspective.

Kano-QFD 확장모델을 이용한 스마트폰 품질특성에 관한 연구

윤상흠(Yoon, Sang Hum),임문연(Ren, Wen Juan),하귀룡(Ha, Gui Ryong) 영남대학교 중국연구센터 2015 중국과 중국학 Vol.- No.26

본 연구에서는 중국 스마트폰 시장에서 고객들이 원하는 구체적이고 공통적인 요구사항들을 조사하고 QFD-Kano 통합모형을 적용하여 분석하였다. 일반적으로 Kano 모형은 이원적 서비스 품질을 분석해주는 유용한 모형이지만, 최빈값을 기준으로 품질이 분류되기 때문에, 각 품질요소의 상대적 가치가 무시되는 한계점을 가지고 있다. 이러한 한계점을 극복하기 위해 고객만족 계수와 PCSI 지수를 측정하고 문경원 외(2014)가 제시한 QFD-Kano 통합 확장 기법을 활용하여 관련 기업이 중요하다고 판단되는 스마트폰 품질특성을 분석하고자 한다. 분석결과, 화웨이는 앱 구동속도, 전면 카메라의 화소, 화질 등 품질요소들은 앞으로 더 많은 자원이 할당되어야 품질요소로써 평가되었다. PI index 중에서 0.1미만의 품질요소는 무려 11개가 있는 것으로 보면 대부분의 품질요소가 경쟁사와 서로 유사한 품질요소인 것으로 측정되었다. 이에 화웨이는 품질향상에 집중해야 될 뿐만 아니라 마케팅을 잘 활용하면서 브랜드 쪽에서도 집중할 필요가 있다. In this study, the Chinese smartphone market and specifically we studied what customers want in a common requirement. The QFDKano integrated model were analyzed. This paper analysed the Customer Satisfaction Index and PCSI Index. This paper utilized PI index by taking into account the current satisfaction position of HuaWei and Samsung, Apple while Imporvement Ratio value was set uniformity. Analysis, HuaWei was ranked as the app running speed, front camera pixels, the picture quality elements such as quality, quality factors should be allocated more resources in the future.

QFD와 벤치마킹을 활용한 엔젤 교육 프로그램 설계 연구

이형주 ( Hyung Joo Lee ),황보윤 ( Yun Hwangbo ),은준엽 ( Joonyup Eun ) 한국생산성학회 2021 生産性論集 Vol.35 No.2

In order to vitalize angel investments, the Government of South Korea has recently promoted the general public investments, regional investments and network reinforcement, deregulation, and tax support. There is an urgent need of educational programs to discover potential angels and enhance their investment capabilities to promote the general public investments. This study attempts to present the design direction of consumer-centered angel educational programs using the quality function deployment(QFD) and benchmarking. The ameliorated programs are expected to discover potential angels and improve their investment capabilities. This study identifies the limitations of the existing job-oriented angel education through a literature review and confirms the necessity of consumer-oriented Kano-QFD-based educational programs. Subsequently, attractive quality factors are derived from Kano-based demand surveys of 19 angels, 25 startup representatives, and 20 education consultants. Customer needs priorities and quality importance are also determined using the QFD. In addition, the angel educational programs of 7 domestic and foreign institutions are benchmarked. Based on this empirical research, we identify the design direction of angel educational programs as follows. First, the program needs to be customized in depth. Second, the program needs to inspire self-esteem by conferring qualified angel investment certificates upon completion of the required education. Third, the program needs to invigorate the community of trainees and graduates. Fourth, the program needs to be designed to establish a refresher education system for angels. Fifth, the program needs to be a blended delivery of face-to-face and non-face-to-face education centering on online non-face-to-face education. Sixth, according to the target audience, the program should incorporate quality importance and customer needs priorities. This research proposes the direction to improve angel educational programs. It is expected to study the design of segmented educational programs that consider angel investment experience, gender, and region for future research.

Service Design by Identification and Prioritization of Customer Demands in Kano Model

Ali Sarafraz Ardakani,Shima Baradaran Ghannad,Mohammad Mirmohammadi Sadrabad,Hamed Shakerian 대한산업공학회 2018 Industrial Engineeering & Management Systems Vol.17 No.3

Rail Transportation is the best option of transport in many countries of the world. One of the factors that increase the share of rail passenger transportation is developing rail transportation of passenger by increasing level of customer satisfaction in this type of service. The main purpose of this paper is service design by identification and prioritization of customer demands in Kano model. The statistical population consisted of travelers who used the Iran South-East Railway services. To determine the sample size, as there was not any certain statistical test as research requirement, we used the saturated sample, so that we selected samples as long as the opinions became converged. Semi-structured interviews, interviews with experts and a questionnaire for a two-week period in January 2014 were used to collect data. The final questionnaire was compiled and its validity was confirmed after obtaining the expert’s points of view and fixing deficiencies and problems. Cronbach’s alpha coefficient was used to assess the reliability of questionnaire. Descriptive and inferential statistics were used to analyze the obtained information from the questionnaires. Kano model, QFD method in the SPSS and Excel were used for the inferential statistics. Data analysis in the Kano model and QFD method was done in Excel software; and Spss16 software was used to measure the reliability. After identifying the characteristics of service with the help of experts, quality Function Development (QFD) was used to prioritize them and finally, required services has been ranked and proper selection of personnel, upgrade facilities of rail and the exact timing of train schedules are 3 first priority, if first six priorities are done, almost half of the costumers will be satisfied.

연구논문 : 카노모델 연계 QFD를 통한 통계품질 개선을 위한 요구품질과 품질특성에 관한 연구

홍재근 ( Jae Keun Hong ),박재민 ( Jae Min Park ) 한국조사연구학회 2014 조사연구 Vol.15 No.3

본 논문은 카노분석 및 QFD기법을 활용하여 산업기술인력 수급동향 실태조사(산업통상자원부 한국산업기술진흥원) 의 통계서비스품질개선을 위한 요구품질과 품질특성을 연구한 것이다. 카노분석 및 QFD 기법을 적용한 결과, 7가지 통계서비스 요구품질 중 ‘통계작성 기준시점과 결과발표 시점이 근접’할 것을 요하는 ‘시의성’ 항목과 ‘예고된 공표시기를 정확히 준수할것’을 요하는 ‘정시성’ 항목이 매력적 품질로 나타났고, 나머지는 모두 일원적 품질로 나타났다. 또한 품질기능전개 분석 결과, 이들 요구품질 중 ‘동일한 경제사회현상에 대해 다른 자료나 방법에 의해 작성된 타 통계자료들과 결과가 유사할 것’을 요하는 ‘일치성’ 항목이 벤치마크 통계인 직종별 사업체노동력조사(고용노동부) 보다 상대적으로 가장 미흡한 것으로 나타났다. 마지막으로 통계서비스품질 혁신을 위한 품질특성 15가지 중 조사일정 정시화, 활용도 기반의 조사항목 단순화, 패널연결 표본 확충, 조사표본수 확대 등이 우선적으로 개선되어야 할 품질특성으로 도출되었다. This paper studies the quality properties and required service quality for the promotion of user values of the ``Survey on the Current Demand and Supply of Industrial Technology Labor Force (Ministry of Commerce, Industry and Energy & KIAT)`` with the use of the Kano``s model and QFD method. The results of applying the methods displayed the ‘timeliness’ that requires ‘closeness between the points of survey and the release of the outcome’ and the ‘punctuality’ that requires ‘the accurate adherence of the preannounced time of making the official announcement’ among the seven desired qualities as attractive qualities, and the remaining five were all one-dimensional qualities. Furthermore, by applying the QFD, we found that the ‘consistency’ that requires ‘the results to be similar to those of other surveys or research methods concerning the identical economic and social events or conditions’ is relatively the most unsatisfactory quality category compared to the ``The Occupational Labor Force Survey at Establishments (Ministry of Employment and Labor)``, which is the benchmark survey of the analysis. Lastly, among the 15 quality characteristics for statistical service quality innovation, regularization of the survey schedule, simplification of survey categories based on use, expansion of paneled samples and sample size were deduced as the quality properties that must be prioritized for improvement.

모바일 음식 배달앱 서비스 품질 척도 개발 및 배달앱 품질 개선을 위한 SERVQUAL-Kano 통합 모델의 QFD 적용

조미나 한국관광학회 2020 관광학연구 Vol.44 No.4

The purpose of this study was to develop a scale to measure the quality of delivery app services, identify the quality properties of delivery app that need to be improved in order to enhance customer satisfaction, and suggest plans to improve them. Between April 8th to April 9th, 2019 focus group interviews (FGI) were conducted with delivery apps users who are in their 20s to develop a multi-question scale for measuring the quality of delivery apps. An online survey was conducted from June 26th to June 31st, 2019 with delivery app users who are in their 20s. A total of 390 surveys were used for data analysis. The importance of service quality, expected service quality, and perceived service quality of each delivery app property were measured and calculated as the customer satisfaction score. Quality Function Deployment (QFD) of SERVQUAL-Kano integrated model was presented through House of Quality (HOQ). The results showed that the importance of delivery app quality attributes(Whats) was in the order of detailed food photos indicating menu composition, accurate arrival time, fast delivery speed, and the number of stores available. The importance of improvement methods(Hows) was shown in the order of opening detailed photos of menus, developing franchises in various industries, increasing the number of franchises, providing tracking services for delivery drivers, adding cancellation functions immediately before preparing food, and operating a reward system for reporting part-time jobs in the comments. The results of this study can be used as a baseline for the quality properties study of delivery app, and suggest guidance on the direction of development of delivery app. 본 연구는 배달앱 서비스 품질을 측정하기 위한 척도를 개발하고, 고객 만족을 높이기 위하여 중점적으로 개선해야 할 배달앱 품질 속성을 확인한 후 이를 개선하기 위한 방안을 제시하고자 하였다. 2019년 4월 8일부터 9일까지 20대 배달앱 사용자를 대상으로 FGI(focus group interview)를 실시하여 배달앱 서비스 품질 측정 다문항 척도를 개발하고, 2019년 6월 26일부터 31일까지 20대 배달앱 사용자에게 온라인 설문조사를 실시한 후, 390부를 분석에 사용하였다. 각 배달앱 서비스 품질 속성의 중요도, 기대도, 인지도를 측정하여 고객만족지수를 구하고 Kano 분석을 실시하여 SERVQUAL-Kano 통합 모델의 품질 기능 전개(QFD: quality function deployment)를 HOQ(house of quality)를 통해 나타내었다. 분석 결과 배달앱 품질 속성 중요도 순서는 메뉴 구성을 나타내는 자세한 음식 사진, 정확한 도착 예상 시간, 빠른 배달 속도, 이용 가능한 많은 점포수 등으로 나타났다. 이에 대한 개선 방안의 중요도는 터치 시 메뉴 상세 사진 오픈, 다양한 업종의 가맹업체 개발, 가맹점 수 확대, 배달기사 위치 추적 서비스 제공, 음식 준비 전 단계 바로 취소 기능 추가, 댓글 알바 신고 포상제 운영 순으로 나타났다. 본 연구 결과는 배달앱 품질 속성 연구의 기초자료로 활용할 수 있으며, 배달앱 개발 방향에 대한 가이드를 제시할 수 있을 것이다.

품질 속성의 가중치 선정을 위한 APC에 관한 연구

송해근 한국산업경영시스템학회 2013 한국산업경영시스템학회지 Vol.36 No.3

Determining relative importance among many quality attributes under financial constraints is an important task. The weighted value of an attribute particularly in QFD, will influence on engineering characteristics and this will eventually influence the whole manufacturing process such as parts deployment, process planning, and production planning. Several scholars have suggested weighting formulas using CSC (Customer Satisfaction Coefficient) in the Kano model. However, previous research shows that the validity of the CSC approaches has not been proved systematically. The aim of the present study is to address drawbacks of CSC and to develop APC (Average Potential Coefficient), a new approach for weighting of quality attributes. For this, the current study investigated 33 quality attributes of e-learning and conducted a survey of 375 university students for the results of APC, the Kano model, and the direct importance of the quality attributes. The results show that the proposed APC is better than other approaches based on the correlation analysis with the results of direct importance. An analysis of e-leaning's quality perceptions using the Kano model and suggestions for improving e-learning's service quality are also included in this study.

Kano 모델과 QFD를 활용한 가치요소 중심의 서비스 디자인 개선방안

배용섭(Yong-Sup Bae),유영목(Yung-Mok Yu) 한국경영과학회 2011 韓國經營科學會誌 Vol.36 No.4

This study proposes a value based service design (VBSD) approach using Kano"s model and QFD. Key quality factors and key cost factors are identified, evaluated and then incorporated to produce customer value index (CVI) and provider value index (PVI) which are together used to determine the four value strategy zones. Each value strategy zone suggests its own appropriate service development strategy based on its corresponding CVI and PVI characteristics such as maintaining current service, reducing costs, raising quality or eliminating/creating services. A camping car service design case is applied to this study, which shows the practical contribution of this VBSD approach.