THE USE OF THE ANALYTIC HIERARCHY PROCESS (AHP) AND THE KANO MODEL IN IMPROVING PRODUCT QUALITY / AN APPLIED STUDY IN THE GENERAL COMPANY FOR BATTERY INDUSTRIES - IRAQ

Abstract

The purpose of the research is the possibility of applying the Analytic Hierarchy Process (AHP) and the Kano model in determining the customer's requirements for the product of the General Company for Batteries Industry / Iraq in order to improve the quality of the product. The General Company for Batteries Industry / Iraq produces all types of car batteries. Data was collected by designing two forms the first questionnaire on the Analytic Hierarchy Process (AHP) and the second related to the Kano model. The questionnaires were distributed to all (80) distributors of the General Company for Batteries Industry / Iraq. The results concluded that the customer's requirements that were determined based on the Analytic Hierarchy Process included (efficiency, battery life, Amperometry, price, Maintenance of Car Batteries AGM, resistance to weather conditions/ease of obtaining the product). While the Kano model classified (efficiency, battery life) requirements as Must – Be Attributes, (Amperometry, ease of obtaining the product) requirements as One-Dimensional Attributes, (price, Maintenance of Car Batteries AGM) requirements as Indifferent Attributes, and (resistance to weather conditions) Attractive Attributes are requirements. The General Company for Batteries Industry / Iraq should provide the battery product that meets the customer's requirements for the purpose of being able to compete and increase its market share.