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Customer satisfaction driven quality improvement target planning for product development in automotive industry

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  • Yadav, Om Prakash
  • Goel, Parveen S.
Abstract
Customer satisfaction targets for vehicle attributes are set at the corporate level with limited consideration of the engineering feasibility and interactions between different product features. This paper presents a comprehensive framework for target planning for customer satisfaction driven quality improvement efforts in the product development process. The proposed framework facilitates a link between corporate decision making and engineering decision making by integrating best practices and structuring technical activities. Potential vehicle attributes are classified and prioritized for further improvement using Kano model and quality function deployment. Customer satisfaction targets are established based on rigorous business analysis and trade-off studies. These targets are converted into objective engineering metrics using regression models. Transfer function equations are developed to provide a link between higher-level product characteristics and lower-level design variables. The mathematical models are formulated as optimization problems to cascade down top-level targets to lower-level elements within given constraints. A case example is presented to demonstrate the proposed methodology.

Suggested Citation

  • Yadav, Om Prakash & Goel, Parveen S., 2008. "Customer satisfaction driven quality improvement target planning for product development in automotive industry," International Journal of Production Economics, Elsevier, vol. 113(2), pages 997-1011, June.
    • Handle: RePEc:eee:proeco:v:113:y:2008:i:2:p:997-1011
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    References listed on IDEAS

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    1. Herron, Colin & Braiden, Paul M., 2006. "A methodology for developing sustainable quantifiable productivity improvement in manufacturing companies," International Journal of Production Economics, Elsevier, vol. 104(1), pages 143-153, November.
    2. Ibusuki, Ugo & Kaminski, Paulo Carlos, 2007. "Product development process with focus on value engineering and target-costing: A case study in an automotive company," International Journal of Production Economics, Elsevier, vol. 105(2), pages 459-474, February.
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    Cited by:

    1. Hong-Bin Yan & Van-Nam Huynh & Yoshiteru Nakamori, 2012. "A group nonadditive multiattribute consumer-oriented Kansei evaluation model with an application to traditional crafts," Annals of Operations Research, Springer, vol. 195(1), pages 325-354, May.
    2. Hong-Bin Yan & Tieju Ma & Songsak Sriboonchitta & Van-Nam Huynh, 2017. "A stochastic dominance based approach to consumer-oriented Kansei evaluation with multiple priorities," Annals of Operations Research, Springer, vol. 256(2), pages 329-357, September.
    3. Yang, Jie & Wong, Christina W.Y. & Lai, Kee-hung & Ntoko, Alfred Ngome, 2009. "The antecedents of dyadic quality performance and its effect on buyer-supplier relationship improvement," International Journal of Production Economics, Elsevier, vol. 120(1), pages 243-251, July.
    4. Janoskova Katarina & Kral Pavol & Popescu Gheorghe H. & Rowland Zuzana & Kramarova Katarina, 2021. "Perception of car brands with an emphasis on expected benefits and features as prerequisites for customer satisfaction," Management & Marketing, Sciendo, vol. 16(3), pages 300-315, September.
    5. Lau, H.C.W. & Ho, G.T.S. & Zhao, Y. & Chung, N.S.H., 2009. "Development of a process mining system for supporting knowledge discovery in a supply chain network," International Journal of Production Economics, Elsevier, vol. 122(1), pages 176-187, November.
    6. Chao He & Zhongkai Li & Dengzhuo Liu & Guangyu Zou & Shuai Wang, 2023. "Improving the functional performances for product family by mining online reviews," Journal of Intelligent Manufacturing, Springer, vol. 34(6), pages 2809-2824, August.
    7. Fan, Zhi-Ping & Feng, Bo & Suo, Wei-Lan, 2009. "A fuzzy linguistic method for evaluating collaboration satisfaction of NPD team using mutual-evaluation information," International Journal of Production Economics, Elsevier, vol. 122(2), pages 547-557, December.
    8. Benzidia, Smaïl & Luca, Ruxandra Monica & Boiko, Sergiy, 2021. "Disruptive innovation, business models, and encroachment strategies: Buyer's perspective on electric and hybrid vehicle technology," Technological Forecasting and Social Change, Elsevier, vol. 165(C).

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