THE SELECTION OF CLASSIFICATION METHODS in KANO’S MODEL for PRODUCT DEVELOPMENT PROCESSES

Öz

The Kano’s model has been developed to evaluate product features from the customer's perspective without causing a high cost increase in product design. The methods used in the past was assuming that there is a linear relationship between the product’s features and customer satisfaction. According to one-dimensional quality models, more features will bring out more satisfaction, whereas decreasing features will cause decrease in customer satisfaction. As a two-dimensional model of quality, Attractive Quality Theory defines the relationship between quality features and customer satisfaction in three main categories: Must-be, One-Dimensional and Attractive. In this way the Kano’s Model removes a deficiency in one-dimensional quality models. However, the Kano’s Model does not consider the importance given to quality elements by customers. Alternative approaches such as the Refined Kano Model or the IPA-Kano Model aim to fill the deficiency. In our study, in addition to the Traditional Kano’s Model, the Refined Kano Model and IPA-Kano model are considered in detail. All three models were used for the laptop computer design example and compared with each other.

Anahtar Kelimeler

• Kano’s Model
• Refined Kano Model
• IPA-Kano Model

ÜRÜN GELİŞTİRME SÜREÇLERİNDE KANO MODELİ SINIFLANDIRMA YÖNTEMLERİ SEÇİMİ

Öz

Kano modeli, ürün tasarımında yüksek bir maliyet artışına neden olmadan ürün özelliklerini müşterinin bakış açısından değerlendirmek için geliştirilmiştir. Geçmişte kullanılan yöntemler, ürünün sahip olduğu özellikler ile müşteri memnuniyeti arasında doğrusal bir ilişki olduğunu varsaymaktadır. Tek boyutlu kalite modellerine göre, daha fazla özellik daha fazla memnuniyet ortaya çıkartacak, buna karşın özelliklerin azalması müşteri memnuniyetinde düşüşü beraberinde getirecektir. İki boyutlu kalite modeli olarak Çekici Kalite Teorisi, ürün özellikleri ile müşteri memnuniyeti arasındaki ilişkiyi üç ana kategoride tanımlamaktadır: Temel, Tek Boyutlu ve Heyecan Verici. Bu sayede, Kano Modeli, tek boyutlu kalite modellerindeki bir eksikiği ortadan kaldırmaktadır. Ancak Kano Modeli de kalite unsurlarına müşteriler tarafından verilen önem derecesini dikkate almaz. Rafine (İşlenmiş) Kano Modeli ya da IPA-Kano Modeli gibi alternatif yaklaşımlar bu eksikliği gidermeyi amaçlamaktadır. Çalışmamızda Geleneksel Kano Modelinin yanı sıra Rafine Kano Modeli ve IPA-Kano modeli detaylı bir şekilde ele alınmıştır. Her üç model de taşınabilir bilgisayar tasarımı örneği için kullanılmış ve birbirleri ile kıyaslanmıştır.

Anahtar Kelimeler

• Kano Modeli
• Rafine Kano Modeli
• IPA-Kano Modeli

Kaynakça

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