Quality function deployment (QFD) is an important and useful tool in processing new product design planning in order to maximum customer satisfaction. Product planning is the first deploying process in QFD activities for a new product development (NPD). Recognizing and ranking the importance levels of customer requirements (CRs) are vital issues due to the explicit and implicit voices of the customer leading the determinations of design requirements (DRs) and the relationship between CRs and DRs in the QFD activities for product planning. Unlike the existing researches, this study considers three different perspectives, including customer perspective, competition perspective and value perspective, to evaluate the importance levels of CRs. To cope with the vague and uncertainty nature in product planning stage, fuzzy approaches are adopted in the proposed methods which including the modified fuzzy Delphi, entropy and value analysis methods with the concept of α-cut. Besides, dissimilar to prior studies which ignored the interactive influences between CRs themselves, this paper not only consider the relationship between DRs themselves but also take the relationship between CRs themselves into account to determine the relationship between CRs and DRs. From an illustrative example, the proposed methods indicate that the total degree of customer satisfaction achieved is greater than the previous methods.
Proceedings of 2010 International Conference on Technology Innovation and Industrial Management, pp.s2-47~63, June 16-18, Pattaya, Thailand