Revising the interrelationship matrix of house of quality by the Kano model

Abstract

Purpose

This study aims to revise the weights in the interrelationship matrix of the house of quality.

Desqign/methodology/approach

After determining customer requirements (CRs) and product design characteristics (PDCs), a house of quality (HoQ) has been developed and the interrelationships between CRs and PDCs have been determined and classified using the Kano model. The PDCs have been prioritized based on the classic HoQ and the revised HoQ. Finally the results have been compared and discussed. The television design of Entekhab Industrial Group, the largest producer of home appliance products in Iran has been selected as a case study.

Findings

Results indicated different sets of priorities derived from the two approaches. Particularly, the difference between the revised HoQ and the classic approach was due to the nonlinear relationship between CRs and PDCs.

Research limitations/implications

This study was performed merely on a single product of a company, and the case study results cannot be generalized to all of the home appliance industries.

Originality/value

Developing the application of the Kano model in computing and revising the weights of the cells in the interrelationship matrix of HoQ is the main contribution of this paper.

Citation

Shahin, A. and Ebrahimi, S. (2021), "Revising the interrelationship matrix of house of quality by the Kano model", The TQM Journal, Vol. 33 No. 4, pp. 804-822. https://doi.org/10.1108/TQM-11-2019-0267