KANO

448

-SPA

/

POS

http://wiki.mbalib.com/zh-tw/%E6%9C%8D%E5%8A%A1%E8%93%9D%E5%9B%BE

448

7

SPA

SPA

https://www.youtube.com/watch?v=GQwF5O9XzHc

https://www.youtube.com/watch?v=VsyE2rCW71ohttps://www.youtube.com/watch?v=vP07AZ3Cs3w

From Product to Service

https://www.youtube.com/watch?v=Tm89THsbR6I

A0~10

B0~10

(A)(B)

30

KANO

KANO

1. (Attractive quality element, A):

2. (One-dimensional quality element, O):

3. (Must-be quality element, M):

4. (Indifferent quality element, I):

5. ()(Reverse quality element, R):

1. (Attractive quality element, A):

2. (One-dimensional quality element, O):

3. (Must-be quality element, M):

4. (Indifferent quality element, I):

5. ()(Reverse quality element, R):

1. 2. () 3. 4. 5. 6. 7. SI&DSI8.

1. 2. 3. 4. 5. 1. 2. 3. 4. 5.

Q A A A O

R I I I M

R I I I M

R I I I M

R R R R Q

Q A A A O

R I I I M

R I I I M

R I I I M

R R R R QA O M I R Q

1. 2. 3. 4. 5.

1. 2. 3. 4. 5.

1. 2. 3.

A O M I R Q 20 10 30 20 10 10 M

A O M I R Q

M>O>A>I

Better-Worse

A O M I R Q 20 10 30 20 10 10 M

A O M I R Q

Better(SI)

SI=(A+O)/(A+O+M+I)

SI=(20+10)/(20+10+30+20)=0.375

Worse(DSI)

DSI=-1*(O+M)/(A+O+M+I)

DSI=-(10+30)/(20+10+30+20)=-0.5

BETTER-WORSE

Better|Worse|

M>O >A >I