The application of QFD and Kano model for the improvement of product document management

Abstract

Within competitive markets, emphasizing customer satisfaction is crucial for a company’s enduring stability. This satisfaction lays the foundation for loyalty, strengthening the company’s financial resilience. Consequently, businesses must pinpoint the key elements contributing to customer satisfaction. While traditionally, Quality Function Deployment and the Kano model are utilised for product development and measurement of customer satisfaction, in this research, an unconventional application of Quality Function Deployment (QFD) and the Kano model for improving product quality document management will be demonstrated by identifying the most critical aspects of service quality from the customers’ point of view. The research employs several methods – literature overview, surveys, the Delphi method, action research, the application of Quality Function Deployment, and the Kano model. It has been concluded that although the processing of product quality documentation within one day has been identified as of utmost importance and the customers would appreciate it, at the same time, they would not be disappointed if this requirement is not fulfilled.