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Integration of customer-product interaction into Quality Function Deployment
Luleå University of Technology, Department of Engineering Sciences and Mathematics, Product and Production Development.
Luleå University of Technology, Department of Engineering Sciences and Mathematics, Product and Production Development.
Number of Authors: 2
2016 (English)In: ASME 2016 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference, New York: ASME Press, 2016, Vol. 7, DETC2016-59992Conference paper (Refereed)
Abstract [en]

Customer satisfaction is used by many companies as a keyperformance indicator and it is strategically important to be ableto define design requirements that contribute to customer satisfaction when setting targets. For highly complex products such as vehicles, target setting is an evolving process based on continually changing internal and external requirements. Quality Function Deployment (QFD) is a method that provides a structured approach for incorporating customer needs into the product development process. However, in addition to product targets, product usage proficiency also contributes to customer satisfaction. Customers often do not read manuals; they learn by trying things out and sometimes the use of the product ends up outside the expected acceptable range of the designers, delivering to the customer low product performance. The intention of this article is therefore to gain a deeper understanding of the customer by analyzing customer-product interaction of customer products and integrating it into QFD to identify the most interesting design requirements to improve customer satisfaction when developing products that are comparable to the ones launched in the market. The proposed method facilitates designer awareness of target population before re-designing an existing product and it helps designers to set a starting point to improve usage proficency for each customer by providing individualized feedback.

Place, publisher, year, edition, pages
New York: ASME Press, 2016. Vol. 7, DETC2016-59992
Keyword [en]
Customer satisfaction, target setting, usage proficiency, Quality Function deployment, QFD, customerproduct interaction, design process
National Category
Other Mechanical Engineering
Research subject
Computer Aided Design
URN: urn:nbn:se:ltu:diva-60178DOI: 10.1115/DETC2016-59992ScopusID: 2-s2.0-85007349518ISBN: 9780791850190OAI: diva2:1044935
28th International Conference on Design Theory and Methodology Charlotte, North Carolina, USA, August 21–24, 2016
Available from: 2016-11-07 Created: 2016-11-07 Last updated: 2017-01-12Bibliographically approved

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