User-oriented service and policy innovation in shared research equipment infrastructure: an application of the QFD and Kano's model to the Gyeonggi Bio-Center

Abstract

The asymmetry of knowledge with regard to user requirements for a shared research equipment service makes it difficult to develop user-oriented strategies and policies. To resolve this issue, we developed a framework using the Quality Function Deployment (QFD) process and Kano's model for application to a case study on innovation in the shared research equipment service at the Gyeonggi Bio-Center. Kano's model allows us to define which service quality requirements are attractive, one-dimensional or must-be qualities in the shared research equipment service. The QFD process has rarely been applied to the shared research equipment service (which is closely related with technology infrastructure policy). The newly developed framework consists of three actors: ‘user’, ‘service institution’ and ‘provincial government’. The QFD process in the framework is performed by a two-step deployment of service deployment and policy deployment that bridges the knowledge gap among the three actors in the regional innovation system. Alternatives and implications for shared research equipment service with a focus on user-friendliness have been systematically produced through application of the suggested framework.