(Using an Integrated Model for Service Design and Service Quality Improvement: A Case Study on Insurance Industry )

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991 131157

1/3

2/3() ()Kano () (Failure Modes and Effects Analysis; FMEA) ()(QFD) (VOC)

3/3

(Failure modes and effects analysis; FMEA) (Johnson, 2002) (service blueprint) Chuang (2007) FMEA (Failure-free)

(Quality function deployment; QFD) (Voice of the customer; VOC)

Kano (Kano ) QFD (Tan and Pawitra, 2001)VOC

Kano VOC

(86) (95)Etherington (2002)PZB Durvasula et al. (2004)Gayathri et al. (2005)SERVQUAL 21 Tsoukatos and Rand (2006) (GIQUAL)

(Failure points)(94) (92) (94) (Fliess and Becker, 2006) (Chuang, 2007)

Kano1/2()() (93)

Kano 2/2

FMEA()Kano (Pillay and Wang, 2003) (93; Chuang, 2007; Johnson, 2002) (1) (2) (3) (Risk priority number; RPN) (4) (Follow-up) Shahin (2004) Kano (Correction ratio; Cr)FMEA Cr

QFD()1/2

QFD()2/293Matzler and Hinterhuber(1998) Shen et al(2000) Tan and Pawitra(2001) Tan and Shen(2000)

1/2Kano

2/2

HOQ

1/5

2/5

3/5 (Zeithaml and Bitner, 2000)

4/5

1 2 3 4 5 6 7

182006

FMEA(SOD)(O)

1

1.10.2.11.3.12.4.13.5.14.6.15.7.16.8.17.9.18.

kano 1/3

kano 2/3

::

::

kano 3/3Shahin(2004)Kano 5

Pouliot(1993) Kano

Q Kano()Kano

FMEA 1/5s/sp/ps/sp/ps/sp/ps/sk(p/p) (2)

k1k10k1(2) (3)c

FMEA 2/5

RPN(Shahin,2004)RPNSOD (4)

k -1012

FMEA 3/5

Shahin(2004)

(5)

FMEA 4/5

Cr(D)

kCr Shahin,2004)

HOQ 1/21 Kano(Etherington,2002),

1.2.3.4.5.6.7. 8. 9.

HOQ 2/2HOQKanoQFD(Wasserman,1993)(Cr)

1/6: 591,414,371,62.77%36.7% : 62.77%72.8%: Kano ( 0.9116 0.9182) 0.70 2006

2/6Kano

3/6Kano

4/6Kano Kano (%) RA RO RM I Q1. 1.35 10.51 66.31 21.83 0 RM2. 4.31 10.2422.37 63.07 0 I3. 4.85 9.1621.8364.15 0 I4. 4.04 14.02 19.9561.99 0 I5. 4.58 50.40 19.14 25.88 0 RO6. 2.43 18.33 61.1918.06 0RM7. 39.62 17.25 23.45 19.68 0 RA8. 3.77 52.83 27.76 15.63 0 RO9. 3.23 12.40 60.1124.26 0 RM10. 38.54 12.94 19.95 28.57 0 RA11. 3.77 12.67 56.87 26.68 0 RM12. 1.89 46.63 25.07 26.15 0.27 RO13. 37.47 12.94 18.33 31.00 0.27 RA14. 2.96 14.82 70.89 11.32 0 RM15. 2.70 48.25 27.49 21.02 0.54 RO16. 2.43 47.7126.68 23.18 0 RO17. 2.70 49.33 21.29 26.68 0 RO18. 3.50 49.60 22.10 24.80 0 RO[] RARORMI

5/6HOQ 2006 1026 0.5% 10 FMEAk(Cr)18

6/6HOQ

1/3 KanoFMEAQFD SBM

KanoFMEA()QFD()

2/3 QFD()FMEA()SBM

Kano

3/3 SBM

KanoFMEA()QFD()

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