Customer Satisfaction Driven Decision Making Approach using a Combination of AHP and Utility Function

抄録

In the quality management field, Kano's quality model is widely known as a means to quantify the types of quality elements of products/services. In conversion of customer requirements into quality elements, it is important to clarify the types of quality elements because a greater value in quality elements does not necessarily satisfy the customer requirements. Kano proposed a quality model where required qualities are classified into attractive qualities, one-dimensional qualities or must-be qualities. In the case of the product development process, it is beneficial to ascertain the classification category of a required quality under Kano's quality model. This paper discusses a decision making method which is able to clarify the quality model of products and to select a product with the highest customer satisfaction. The method developed in this study combines the AHP and utility function method. A case study of selection of a faucets is carried out and interesting findings are obtained through this method.