Applying Exponential Smoothing in Quality Function Deployment to Analyze Dynamic Customer Needs

應用指數平滑法於品質機能展開以分析動態顧客需求

林亮宗(Liang-Tsung Lin) ； 古東源(Tong-Yuan Koo)

《中華管理學報》 8卷3期 (2007/09) Pp. 59-69

https://doi.org/10.30053/CHJM.200709.0004

摘要

本研究提出了一個應用指數平滑法於品質機能展開，用來分析基於過去、現在用來分析未來的動態資料。本方法有助於將顧客的需求反映到工程設計上，以符合或超越未來的動態需求；基於此研究方法，可以讓企業事前規畫顧客需求而滿足其需求；更重要的是，顯著地改善顧客滿意並提升企業在市場的競爭力。

關鍵字

指數平滑法 ； 顧客需求 ； 品質機能展開 ； 工程設計 ； 顧客滿意

並列摘要

A proposed method of applying exponential smoothing in quality function deployment to analyze dynamic and future customer needs based on historical, present and predicted data sets is presented. With the use of the proposed method, the importance of each customer needs is monitored and analyzed and the importance of each design requirements is evaluated in order to fulfill dynamic and future customer needs. Doing so would allow companies to plan customer needs in advance, fulfill their needs, and, most importantly, significantly improve customer satisfaction and enhance their competitiveness in the marketplace.

並列關鍵字

Exponential smoothing ； Customer needs ； Quality function deployment ； Design requirements ； Customer satisfaction