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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
Identifiers
URN: urn:nbn:se:ltu:diva-60178DOI: 10.1115/DETC2016-59992ISI: 000393001500024ScopusID: 2-s2.0-85007349518ISBN: 9780791850190 (print)OAI: oai:DiVA.org:ltu-60178DiVA: diva2:1044935
Conference
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: 2017-05-18Bibliographically approved
In thesis
1. Customer Data in the Design Process with Focus on Customer Neds and Way of using the Product
Open this publication in new window or tab >>Customer Data in the Design Process with Focus on Customer Neds and Way of using the Product
2017 (English)Licentiate thesis, comprehensive summary (Other academic)
Alternative title[sv]
Kunddata i produktutvecklingsprocessen med fokus på kundkrav och sättet att använda produkten
Abstract [en]

Owing to continuous advances in information technology, access to information via the Internet and the steady decline of cost related to data creation, big amounts of customer data now reside in many companies. This data is said to hold a large amount of valuable knowledge that could be used to design customer-focused products, a key factor for maintaining market-share. Information overload hinders the search for knowledge and, therefore, it is a challenge for companies to identify what is relevant to analyse. Different approaches based on data mining tools of web-based customer data have been shown to be useful for gaining customer insight. However, this information is not properly factored into the target setting process. Many improvements in modelling the relation between product performance and customer satisfaction during the target setting have been presented. However, these still rely on customer information obtained from traditional gathering techniques such as questionnaires, which do not provide enough valuable and deep customer information; therefore, designers are forced to make assumptions. While some studies highlight the potential of customer data as an aid to designing future product generations, they do not provide enough details on how such information should be processed to generate valuable information for the designers. 

By taking advantage of the generated customer data, this work aims to increase the reliability of the design decisions on product specifications by reducing the existing gap between the customer and the designer world. To do so, customer information from different sources such as surveys and usage data have been combined to model customer satisfaction as a function of design requirements. In this process, customer needs are defined at a detailed level to be able to link customer satisfaction with a clear interface to the design requirements. By means of usage data, customer-product interaction in the customer environment is investigated, and differences between designer assumptions and customer picture are calculated towards the target fulfilment indicator. Results show that the work presented helps designers to set targets towards a higher customer focus, since customer needs and way of using the product become visible in the process. This allows the design team not only to identify differences among customers but also the possibility to detect changes in customer needs. The target fulfilment indicator acts as a feedback channel for continuous product improvement, allowing designers to validate their decisions. Since the voice of the customer drives the process, the presented approaches guide the design team towards the most relevant customer data, thus streamlining the design process in a situation where the amount of information rapidly increases. 

Place, publisher, year, edition, pages
Luleå: Luleå University of Technology, 2017. 35 p.
Series
Licentiate thesis / Luleå University of Technology, ISSN 1402-1757
National Category
Other Engineering and Technologies not elsewhere specified
Research subject
Computer Aided Design
Identifiers
urn:nbn:se:ltu:diva-61735 (URN)978-91-7583-802-1 (ISBN)978-91-7583-803-8 (ISBN)
Presentation
2017-03-29, E632, Luleå University of Technology, Luleå, 09:00 (English)
Opponent
Supervisors
Available from: 2017-02-01 Created: 2017-01-31 Last updated: 2017-03-08Bibliographically approved

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Citation style
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