An Integrated Framework of Refined Kano's and Kano-CKM Models in Classifying Customer Requirements

Abstract This study proposed an integrated framework of applying refined Kano's model and Kano-CKM (Customer Knowledge Management) model in classifying customer requirements of Taiwan High Speed Rail in Taiwan. The traditional Kano's model does not take into account the degree of importance of quality attributes. Thus, customer requirements can be deployed more precisely, namely highly attractive, less attractive, high value-added, low value-added, critical, necessary, potential, and care-free, by refined Kano's model. On the other hand, the hybrid Kano-questionnaire of Kano-CKM model could reduce the number of questions in the survey. This study shows how refined Kano's model and Kano-CKM model can be integrated to extract more information by simplifying the surveying process in the case of Taiwan High Speed Rail. Therefore, when the type of Kano's category for a particular item is determined, the strategy can be made based on different Kano's categories. This proposed approach is to integrate refined Kano's model and Kano-CKM model by reducing the numbers of questionnaire such that this approach can be more practical to use. With the introduction of this proposed framework, customer requirements can be determined and the survey process can be more precisely to collect the needed information.

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