Customer Needs and Customer Satisfaction Analysis in a Textile Dyeing Process: A Case Study

摘要

Selection of potential critical quality attributes for customer's satisfaction with considerations of producer's capacity necessitates logical prioritization of customer needs. A few major challenges remain unaddressed for customer need analysis, such as quantitative measure of customer satisfaction, decision support, and capacity assessment of the producers. This paper presents a customer preference analysis for customer need and satisfaction, following the basic principles of traditional Kano model. This customer preference analysis quantifies the customer need and customer satisfaction. It adopts the customer preference indices for measuring customer's satisfaction and dissatisfaction. The relative weight of the potential critical quality attributes are calculated based the customer preference indices. The management makes sure their capacity to provide this satisfactory preference to the customers. The overall customer preference analysis framework addresses the customer need analysis from a broader scenario, such that the customizable potential critical quality attributes can be better managed at the experimental design planning.