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C-Kano model:A novel approach for discovering attractive quality elements

机译：C-Kano模型：发现有吸引力的质量元素的新颖方法

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Purpose:To propose an exclusive creativity-based Kano model (C-Kano model) which integrates the creativity techniques, TRIZ and SCAMPER, into the traditional Kano model.Summary:The theory of attractive quality (the Kano model) is usually employed to discover the categories of customer needs. The Kano model explains how the relationship between the degree of sufficiency and customer satisfaction with a quality attribute can be classified into five categories of perceived quality namely, attractive quality, one-dimensional quality, must-be quality, indifferent quality, and reverse quality. In a product life cycle categories of perceived quality start with indifferent, move to attractive, then one-dimensional, and then to must-be which may vary with time. Also that, an attractive quality will definitely result in customer satisfaction and creating it is a tough issue in the Kano model. The Kano model lacks a systematic approach to instruct readers how to create attractive quality. Moreover, when using the Kano model in practice, we might encounter a situation in which we cannot find any quality attribute that is attractive or one-dimensional. In order to solve these issues, this study introduced two famous creativity techniques, TRIZ which means "Theory of Inventive Problem Solving" and the SCAMPER checklist, to create attractive quality. By integrating creativity techniques into the traditional Kano model, this study created the novel creativity-based Kano model (C-Kano model) which not only determines customer needs, but also creates attractive quality. (28 refs.)
机译：目的：提出一种基于创造力的专有Kano模型（C-Kano模型），该模型将创造力技术TRIZ和SCAMPER集成到传统的Kano模型中。摘要：通常采用吸引质量理论（Kano模型）来发现客户需求的类别。 Kano模型解释了如何将满足程度和客户满意度与质量属性之间的关系分为感知质量的五类，即吸引力质量，一维质量，必须质量，冷漠质量和反向质量。在产品生命周期中，感知质量的类别从漠不关心开始，到吸引人，然后是一维，然后到必须随着时间而变化的类别。同样，具有吸引力的质量肯定会导致客户满意度，并且在Kano模型中创建它是一个棘手的问题。卡诺模型缺乏系统的方法来指导读者如何创造具有吸引力的质量。此外，在实践中使用Kano模型时，我们可能会遇到无法找到任何吸引人的或一维的质量属性的情况。为了解决这些问题，本研究引入了两种著名的创造技术：TRIZ（即“创造性问题解决理论”）和SCAMPER清单，以创造出具有吸引力的质量。通过将创造力技术整合到传统的Kano模型中，本研究创建了新颖的基于创造力的Kano模型（C-Kano模型），该模型不仅可以确定客户需求，还可以创造出具有吸引力的质量。 （28参考）

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