Combining customer needs and the customer’s way of using the product to set customer-focused targets in the House of Quality.
Number of Authors: 2
2016 (English)In: International Journal of Production Research, ISSN 0020-7543, E-ISSN 1366-588XArticle in journal (Refereed) Epub ahead of print
An increasing number of products are equipped with software and sensors. This suggests that, in order to deliver morecustomised performance, future products will be developed to accommodate systems that supply information on howthese products are used. Today, information on the customer’s way of using a product is seldom factored into productdesign, but the opportunities for making use of it are increasing dramatically due to the amount of available data thatcan be logged. The proposed methodology is to formulate Customer Needs at a detailed level to be able to link customersatisfaction with a clear interface to the Design Requirements. These links are obtained by combining informationacquired by means of surveys, among other methodologies, as well as usage data from customer products. The methodis based on the planning House of Quality and also takes cost and risk into consideration. Risk is estimated using theAnalytical Hierarchy Process, whereby a hierarchy of the most relevant customer information is constructed to makedesigners aware of how customer-focused the design process is. To validate the proposed methodology an illustrativeexample is presented. Results show that the method provides valuable information that enables the company to remaincustomer-focused during the whole process but also when strategic decisions on price and product launch are made.
Place, publisher, year, edition, pages
Other Mechanical Engineering
Research subject Computer Aided Design
IdentifiersURN: urn:nbn:se:ltu:diva-59918DOI: 10.1080/00207543.2016.1238114ScopusID: 2-s2.0-84991272590OAI: oai:DiVA.org:ltu-59918DiVA: diva2:1039551