Maximizing customer satisfaction by optimal specification of engineering characteristics

Maximizing customer satisfaction by optimal specification of engineering characteristics

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Article ID: iaor20021244
Country: United States
Volume: 32
Issue: 1
Start Page Number: 9
End Page Number: 20
Publication Date: Jan 2000
Journal: IIE Transactions
Authors: ,
Keywords: quality & reliability
Abstract:

The House of Quality has been widely discussed as a mechanism for converting customer attributes into engineering characteristics to ensure the design quality of new products and processes. In the past, this process has been subjective and heuristic. In this paper, we present a mathematical programming model for determining the optimal settings for engineering characteristics based on value functions constructed to capture customer preferences. The model can be used with either traditional subjective measures of customer preference or incorporate empirical models based on quantitative data. The robustness of the optimal solution to randomness in parameter estimates is investigated. An example is used to demonstrate the procedure.

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