Integrating QFD for product-service systems with the Kano model and fuzzy AHP. (3rd July 2020)

• Record Type: Journal Article
• Authors: Haber, Nicolas; Fargnoli, Mario; Sakao, Tomohiko
• Is Part Of: Total quality management & business excellence. Volume 31:Number 9/10(2020)
• Page Start: 929
• Page End: 954
• Publication Date: 2020-07-03
• Subjects: product-service system (PSS) -- service design -- quality function deployment (QFD) -- customer requirements -- medical devices -- regulated market; Total quality management -- Periodicals; Quality control -- Periodicals; Quality assurance -- Periodicals; Production management -- Quality control -- Periodicals; 658.401305
• DOI: 10.1080/14783363.2018.1470897
• Languages: English
• ISSNs: 1478-3363

Abstract

Abstract : The paper proposes a systematic procedure for the development of Product-Service Systems (PSSs) by focusing on the analysis of customer requirements, and the selection of those that can practically enhance the offerings' value. With this goal in mind, the Quality Function Deployment for Product Service Systems (QFDforPSS) method was augmented by means of the Kano model to filter the customers' needs and transform the attractive ones into Receiver State Parameters (RSPs), as the cornerstone of QFDforPSS. Then, to properly assess these parameters and their inherent uncertainty, the Fuzzy Analytical Hierarchy Process (FAHP) method was also integrated into the procedure. To validate the proposed procedure, it was implemented in a case study in the medical devices sector, in collaboration with a haemodialysis equipment manufacturer, which operates in a regulated market of product-oriented services.