Kano模型拓展方法及应用研究

发布时间：2018-01-16 04:03

本文关键词：Kano模型拓展方法及应用研究　出处：《江苏科技大学》2014年硕士论文　论文类型：学位论文

【摘要】：随着社会经济的快速发展，企业与企业之间的竞争日益加剧，有效探测顾客需求，为顾客提供卓越的顾客价值成为企业获得竞争优势的来源。因此，从顾客视角分析顾客需求与顾客信息进行产品/服务研发与创新成为企业获取竞争力的关键。 Kano模型从顾客视角出发，根据产品/服务绩效与顾客满意之间的非线性关系，形成了一套结构性的分析方法，在质量管理、新产品开发、挖掘客户知识方面具有很大的优势并得到广泛应用，但传统Kano模型本身存在一定的缺陷：首先，本质上Kano模型属于定性分析方法，分类准则相对主观，大大限制了其在产品创新及服务管理中的决策支持作用；其次，传统Kano模型不能有效反映顾客复杂多变的心理情况，导致企业不能对产品/服务质量要素进行精确分类；此外，虽然传统Kano模型认为质量要素会随着时间的推移而发生改变，具有一定的生命周期，但缺乏实证方法来进行验证。基于此，论文尝试探讨Kano模型的拓展方法及其实际应用的研究。针对传统Kano模型较为定性、分类准则相对主观、未考虑顾客复杂多变心理状况的缺陷，，设计一种模糊Kano模型，准确获取顾客知识与需求信息，实现质量要素的客观化分类；在模糊Kano模型分类结果的基础上，结合GM（1,1）模型能处理贫信息、少数据，且具有高预测精度的优点，构建GM（1,1）模型的质量要素分类结果动态预测方法；最后，通过在快递企业的具体应用，验证理论与方法的可行性和有效性。上述研究对完善Kano模型理论与方法及其实际应用具有一定的理论意义和实践价值。
[Abstract]:With the rapid development of social economy, the competition between enterprises is becoming more and more serious. It is a source of competitive advantage for enterprises to effectively detect customer demand and provide customers with outstanding customer value. It is the key for enterprises to obtain competitive power to analyze customer demand and customer information for product / service R & D and innovation from customer perspective. Based on the nonlinear relationship between product / service performance and customer satisfaction, Kano model forms a set of structural analysis methods in quality management and new product development. Mining customer knowledge has great advantages and has been widely used, but the traditional Kano model itself has some defects: first, Kano model is qualitative analysis method in essence. The classification criterion is relatively subjective, which greatly limits its decision support function in product innovation and service management. Secondly, the traditional Kano model can not effectively reflect the complex and changeable psychological situation of customers, leading to the enterprise can not accurately classify the product / service quality elements; In addition, although the traditional Kano model believes that the quality factors will change with the passage of time, there is a certain life cycle, but there is a lack of empirical methods to verify it. Based on this, this paper tries to explore the extension method of Kano model and its practical application. The traditional Kano model is more qualitative, and the classification criteria are relatively subjective. A fuzzy Kano model is designed without considering the complex and changeable psychological situation of customers, which can accurately obtain customer knowledge and demand information, and realize the objective classification of quality factors. On the basis of the classification results of fuzzy Kano model, combining with the GM1 / 1) model, it can deal with poor information, less data, and has the advantage of high prediction accuracy, so the GM(1 can be constructed. 1) the dynamic prediction method of the classification results of the quality factors of the model; Finally, the feasibility and effectiveness of the theory and method are verified by the application in express delivery enterprises. The above research has certain theoretical significance and practical value for perfecting the theory and method of Kano model and its practical application.
【学位授予单位】：江苏科技大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F274;F224

【参考文献】