Research ArticleOpen AccessGoogle Scholar indexed
Application of Kano Model in Requirements Analysis of Y Company’s Consulting Project
School of Management, Jinan University, Guangzhou, China
- 1 School of Management, Jinan University, Guangzhou, China
American Journal of Industrial and Business Management·Volume 07 (2017)·Pages 910–918·Published 6 July 2017·DOI10.4236/ajibm.2017.77064
Copy link · social · email
Abstract
With the intense competition, more and more companies become customer-oriented instead of business-oriented, especially in service industries. How to elicit customer requirements is vital to improve service quality. But as an invisible product, service is lack of quantifiable physical index, so it is difficult to standardize the measure of service quality. Therefore, to elicit and analyze customer requirements and improve customer satisfaction are tough tasks. Using the Kano Model to analyze and classify the requirements of Y Company’s consulting project, we recognize the effective factors in improving Y Company’s satisfaction, and make certain suggestions for consulting company to improve its service quality.
KeywordsKano ModelManagement Consulting ServicesRequirements Analysis
- Wikipedia. Management Consulting. https://en.wikipedia.org/wiki/Management_consulting
- Liu, H. (2009) A Study on Customer Satisfaction of Management Consulting Enterprises Based on Fuzzy Comprehensive Evaluation. Master Thesis, Tianjin University, Tianjin.
- Zhang, Z. (2013) Requirements Change Management of Information System. Master Thesis, University of Chinese Academy of Sciences, Beijing.
- Jia, J. (2014) The Research on the Impact of Requirement Change in Software Project Based on System Dynamics. Master Thesis, Nankai University, Tianjin.
- Yang, G. (2015) Requirement Change Management in Small Size Software Projects. Master Thesis, Shanghai Jiao Tong University, Shanghai.
- Homburg, C., Wieseke, J. and Bornemann, T. (2013) Implementing the Marketing Concept at the Employee-Customer Interface: The Role of Customer Need Knowledge. Journal of Marketing, 73, 64-81. https://doi.org/10.1509/jmkg.73.4.64
- Hussain, A., Mkpojiogu, E.O.C. and Mohmad Kamal, F. (2015) Eliciting User Satisfying Requirements for an E-Health Awareness System Using Kano Model. 14th WSEAS International Conference on Applied Computer and Applied Computational Science, Kuala Lumpur.
- Nascimento, P., Aguas, R., Schneider, D. and de Souza, J. (2012) An Approach to Requirements Categorization Using Kano’s Model and Crowds. Proceedings of 2012 ICSCWD of the IEEE, Wuhan, 23-25 May 2012, 387-392.
- Kano, N., Seraku, N., Takahashi, F. and Tsuji, S. (1984) Attractive Quality and Must-Be Quality. Journal of the Japanese Society for Quality Control, 41, 39-48.
- Supply Chain Opz. (2015) How to Use Kano Model for Requirement Assessment. http://www.supplychainopz.com/2013/02/kano-model.html
- Zhai, L.L., Hong, L.F. and Sun, Q.Y. (2011) Research on Requirement for High-Quality Model of Extreme Programming. International Conference on Information Management, Shenzhen, 26-27 November 2011, 518-522. https://doi.org/10.1109/iciii.2011.132
- Berger, C., Blauth, R., Boger, D., Bolster, C., Burchill, G., DuMouchel, W., Pouliot, F., Richter, R., Rubinoff, A., Shen, D., Timko, M. and Walden, D. (1993) Kano’s Methods for Understanding Customer-defined Quality. Center for Quality Management Journal, 4, 3-36.
- He, Y. (2009) Analysis of Management Consulting Service Quality and Customer Satisfaction. Enterpriser World, 2, 54-55.