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NTIS 바로가기한국경영과학회지 = Journal of the Korean Operations Research and Management Science Society, v.36 no.4, 2011년, pp.109 - 123
배용섭 (단국대학교 대학원 경영학과) , 유영목 (단국대학교 경영학부)
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 val...
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핵심어 | 질문 | 논문에서 추출한 답변 |
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Kano 조사법 모델에서 규정한 품질요소는 무엇인가? | 최근 Yang and Sung[33]은 Kano 조사법 모델이 규정하는 5가지 품질요소 즉, 감동요소, 만족요소, 기본요소, 무관심요소 및 역방향요소를 바탕으로 각 요소에 대한 중요성 평가치를 반영하여 9가지 세부 요소로 구분한 후 각 요소에 대한 블루오션 전략의 ERRC Grid(eliminate-reduce-raise-create) 실행 방안을 제시한 바 있다. 고객가치 향상을 위해서 기본 적으로 중요성을 높게 인식하는 품질요소에 대해서는 제고(raise) 혹은 창출(create)노력을 강조하며, 중요성이 낮게 인식하는 품질요소에 대해서는 감축 (reduce) 혹은 제거(eliminate)노력을 강조하는 블루 오션 가치창출 전략을 제안한 것이다. | |
Kano 모델이란 무엇인가? | Kano 모델은 고객이 상품에 대해서 요구하는 품질요소를 질적으로 차별화하기 위해 제안된 모델이다[18]. Tokyo Rika 대학의 Noriake Kano는 고객만족을 위해 상품이 가져야 할 특성들을 설명하면서 상품특성에 대한 고객목소리의 차별화 방법을 제시하였다[12]. | |
QFD이 개발된 목적은 무엇인가? | QFD(quality function deployment)는 1960년대에 일본의 Yoji Akao와 Katsuyo Ishihara에 의해서 설계단계의 품질개선 도구로 개발된 기법이다. 고객만족을 목표로 한 설계품질을 개발하고, 고객의 요구사항을 설계목표와 생산단계에서 사용될 주요 품질보증 점검요소로 전환하기 위한 방법으로 개발된 것이었다[1]. 이러한 QFD는 1970년대의 Matsushita Electronic과 Kobe Shipyard 등[2]에서 그리고 1980년대의 Toyota[30]과 Ford, Chrysler 및 Procter and Gamble[13] 등에서 품질요소를 설계에 반영하는 효과적 도구로 널리 사용되기 시작하였다. |
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