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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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摘要

The theory of attractive quality (the Kano model) can offer a better understanding of how customers evaluate products, and helps practitioners to focus on the most important quality attributes to improve. However, in practice, users of the Kano model usually cannot find an attractive or one-dimensional quality element due to an improperly-designed questionnaire, poorly-defined quality attributes or lifecycle of quality attributes. Kano also indicated that attractive quality creation to bring a must-be product back to an attractive product is a tough task. To solve these issues, this study proposed a novel Creativity-based Kano model (C-Kano model) which integrates the creativity techniques, TRIZ and SCAMPER, into the traditional Kano model. The proposed C-Kano model not only discovers customer needs, but also creates attractive quality elements. In this study, an actual quality survey of Massively Multiplayer Online Role Playing Game (MMORPG) was used to evaluate the effectiveness of the C-Kano model. Compared with the traditional Kano model, the experimental results show that our proposed model is superior in discovering attractive quality elements.
机译：有吸引力的质量理论（Kano模型）可以更好地了解客户如何评估产品，并帮助从业人员专注于最重要的质量属性以进行改进。但是，在实践中，由于设计不当的问卷，质量定义不明确或质量属性的生命周期，Kano模型的用户通常找不到有吸引力的或一维的质量元素。卡诺还表示，创造有吸引力的质量以将必备产品带回有吸引力的产品是一项艰巨的任务。为了解决这些问题，本研究提出了一种新颖的基于创造力的Kano模型（C-Kano模型），它将创新技术TRIZ和SCAMPER集成到传统的Kano模型中。提出的C-Kano模型不仅发现客户需求，而且创造了有吸引力的质量要素。在这项研究中，使用了大规模多人在线角色扮演游戏（MMORPG）的实际质量调查来评估C-Kano模型的有效性。与传统的Kano模型相比，实验结果表明我们提出的模型在发现有吸引力的质量元素方面具有优势。

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