Dealing with dissatisfaction in mathematical modelling to integrate QFD and Kano’s model

Abstract

The purpose of the study is to implement the integration of Quality Function Deployment (QFD) and Kano’s Model into mathematical model. Voice of customer data in QFD was collected using questionnaire and the questionnaire was developed based on Kano’s model. Then the operational research methodology was applied to build the objective function and constraints in the mathematical model. The relationship between voice of customer and engineering characteristics was modelled using linier regression model. Output of the mathematical model would be detail of engineering characteristics. The objective function of this model is to maximize satisfaction and minimize dissatisfaction as well. Result of this model is 62% .The major contribution of this research is to implement the existing mathematical model to integrate QFD and Kano’s Model in the case study of shoe cabinet.