SMG OM 323 Chapter Notes - Chapter 4: Service Design, Quality Function Deployment

• School: Boston University
• Department: Operations & Technology Management
• Course: SMG OM 323
• Professor: Paul Morrison

Document Summary

4 pages 61-65 and the house of quality jan. 23, 2017. Modification of an existing product or service. Expansion of an existing product line or service offering. Clo(cid:374)e of a (cid:272)o(cid:373)petitor"s produ(cid:272)t or ser(cid:448)i(cid:272)e. The degree of change affects the newness to the organization and the newness to the market. The kano model is a theory of product and service design developed by dr. Kano who offered a perspective on customer perceptions of quality differe(cid:374)t fro(cid:373) the traditio(cid:374)al (cid:448)ie(cid:449) that (cid:862)(cid:373)ore is (cid:271)etter(cid:863). I(cid:374)stead, he proposed different categories of quality and posited that understanding them would better position designer to asses and address quality needs. 3 definitions of quality: basic, performance, and excitement. Basic quality customer requirements that have only a limited effect on customer satisfaction, but lead to dissatisfaction if not present. Performance quality customer requirements that generate satisfaction or dissatisfaction in proportion to their level of functionality and appeal.