USING KANO'S MODEL FOR BUILDING CUSTOMER'S MATRIX IN (QFD) TOOL A CASE STUDY IN ELECTRONIC INDUSTRIES COMPANY

Dr. Sameer K. Al-Khateeb, Prof.; A. Mohammed, Nadia

	USING KANO'S MODEL FOR BUILDING CUSTOMER'S MATRIX IN (QFD) TOOL A CASE STUDY IN ELECTRONIC INDUSTRIES COMPANY
AL-TAQANI
Article 1, Volume 30, Issue 4, 2017, Pages 0-0
Authors
Prof. Dr. Sameer K. Al-Khateeb; Nadia A. Mohammed
Abstract
The success and progress of organizations nowadays is achieved through the ability to provide products' designs that meet customers' requirements and fulfill their satisfaction. The research wasa problemcamein the company's inability to competitionand declining demandfor its productsand the deterioration ofthe proportion of salesandprofits, SoThe main objective of this research demonstrated in the effort to improve the quality of the designs of products offered to customers in order to make them happy and maximize their satisfaction from to use the Kano's model to build customer's matrix [the first matrix of the total matrices six quality house] since the main adoption the mechanics of the Kano's model is reflected positively on the construction of the first matrix (Voice of the Customer) and this matrix are the basis on which whereby the rest of the matrices tool (QFD).Hence theimportance of the researchto directthe thought ofthe top managementof the companyis developing adesire tocustomer needand satisfactionwithin the strategicplans andthe design oftheir productsin line withtheir needs, which contributes to thedifferentiation oftheir productsand thus improvesits competitive positionin the market. The Electronic Industries company was selected as location for research Company, The research society all the company's products and selected as a sample Laptop product and used of the Kano's questionnaire in order to classify customers' requirements to attributes of (Kano) to give priority to the ones that increase customers' satisfaction, this sample included (50) of company's customers for the product of research sample. The research concluded to many conclusions, the most notably is the weak attention to hear the voices of the customers, which resulted in weakness of the exact identification of their requirements, as well as the lack of interest in applying the modern tools of quality management in the process of product design, such as Kano's model and (QFD) tool, which reflected the weakness of the company's ability in enhancing the quality of their products in spite of the availability of adequate environment and physical and human potentials for applying these tools and the many benefits the company may achieve as a result of this application.

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