质量控制与质量管理：Kano curves.pptVIP

The meaning of Kano Curves Department of Industrial Engineering Wu Su Quality and performance requirements low fuel consumption TIME dynamic navigation system The requirement for characteristics which excite airbags Fulfilment ofrequirements Basic requirements I、Basic quality characteristics Basic QC：these type of QC are considered necessary in a product. The product will not be allowed to get into market without them, like airbag or the function of turning head lamp when ignited (in Canada), or not recognized by the customers (no air-condition in Gol produced by Volkswagan ShangHai). The investment on basic QC will not increase customer satisfaction significantly, but will decrease it without them. II、High performance QC High performance QC：some important QC, the manufacturers will produce them with their own ‘Know-How’, such as gas consumption per 100 km, accelerating time 0-100km/hr., picture quality of DC, noise under high ISO of DC, etc. The customer satisfaction will increase linearly as the performance of this type of QCs increase, or otherwise, the customer satisfaction will decrease. III、QCs exciting customers QCs exciting customers：different from their competitors’ product, with unique technology leadership. Dynamic navigation system; Anti-shaking (vibrating reduction, image stabilizer, etc.) function. This kinds of QCs is only a temporary competition advantage. One has to make continuous technology innovation to keep the advantage. So the meaning of Kano curves The customer requirements are at different levels； Different QCs to meet different Customer requirements； Different level of QCs to get different customer satisfaction； The category of QC level is temporary and will change as time passes. Higher level of QC will change to lower level of QCs gradually as technology advances. Every product for a specific customer group has it’s three-level QCs. In order to assure his competing ability, one has to make perfect type II QCs and give