Customer satisfaction evaluation method and storage medium that stores evaluation program

• US 20020184082A1
• Filed: 05/30/2002
• Published: 12/05/2002
• Est. Priority Date: 05/31/2001
• Status: Abandoned Application

• Current Assignee: Kabushiki Kaisha Toshiba (Toshiba Corporation)
• Original Assignee: Kabushiki Kaisha Toshiba (Toshiba Corporation)
• Inventors: Nakano, Takashi, Noguchi, Kunio, Kyoya, Yuji
• Application Number:
  US10/157,153
• Publication Number:
  US 20020184082A1
• Time in Patent Office: Days
• US Class Current: 705/10
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

Customer requirements from a customer are listed in the row direction of a QFD chart. Product characteristics are associated in the column direction of the chart to develop the functions, thereby obtaining QFD data. Using the QFD data, useful information, i.e., customer satisfaction that is useful for evaluating how the customer satisfaction of customer requirements would change in accordance with the achievement value of the product characteristics is obtained from the relationship between the actual achievement value (benchmark value) of the product characteristics and the estimated value of customer satisfaction of the customer requirements.

Claims

1. A customer satisfaction evaluation method comprising:

obtaining data relating to a goal of customer requirements, a degree of association between the customer requirements and product characteristics, a baseline of the product characteristics, a target of the product characteristics based on a quality function development chart for converting the customer requirements to the product characteristics;

obtaining a relationship between the baseline of the product characteristics and the target of the product characteristics and a relationship between the goal of the customer requirements and a customer satisfaction of the customer requirements; and

obtaining a customer satisfaction of the customer requirements corresponding to an actual achievement value of the product characteristics.

2. The method according to claim 1, further comprising:

obtaining customer satisfactions of the customer requirements based on actual achievement values of product characteristics which are associated with the customer requirements; and

synthesizing the customer satisfactions to obtain a final customer satisfaction of the customer requirements.

3. The method according to claim 2, wherein said synthesizing comprises:

weighting the customer satisfactions based on degrees of association between the customer requirements and the product characteristics; and

adding the weighted customer satisfactions to obtain the final customer satisfaction.

4. The method according to claim 3, wherein said weighting comprises weighting only a part of the customer satisfactions that is selected based on a predetermined threshold.

5. The method according to claim 1, further comprising:

obtaining an index of achievement of the product characteristics based on the customer satisfaction.

6. The method according to claim 5, wherein the index of achievement includes a customer attitude rating defined by

7. The method according to claim 5, further comprising:

obtaining customer satisfactions for each of the customer requirements;

weighting the customer satisfactions based on the customer importance rating; and

adding the weighted customer satisfactions to obtain the index of achievement of the product characteristics.

8. The method according to claim 1, further comprising:

obtaining a customer satisfaction of the customer requirements corresponding to an actual achievement value of the product characteristics relating to a comparison object product.

9. An article of manufacture comprising a computer usable medium having computer readable program code means for evaluating a customer satisfaction embodied therein, the computer readable program code means comprising:

computer readable program code means for causing a computer to obtaining data relating to a goal of customer requirements, a degree of association between the customer requirements and product characteristics, a baseline of the product characteristics, a target of the product characteristics based on a quality function development chart for converting the customer requirements to the product characteristics;

computer readable program code means for causing a computer to obtain a relationship between the baseline of the product characteristics and the target of the product characteristics and a relationship between the goal of the customer requirements and a customer satisfaction of the customer requirements; and

computer readable program code means for causing a computer to obtain a customer satisfaction of the customer requirements corresponding to an actual achievement value of the product characteristics.

10. The article of manufacture according to claim 9, further comprising:

computer readable program code means for causing a computer to obtain customer satisfactions of the customer requirement based on actual achievement values of product characteristics which are associated with the customer requirements; and

computer readable program code means for causing a computer to synthesize the customer satisfactions to obtain a final customer satisfaction of the customer requirements.

11. The article of manufacture according to claim 10, wherein said synthesizing computer readable program code means comprises:

computer readable program code means for causing a computer to weight the customer satisfactions based on degrees of association between the customer requirements and the product characteristics; and

computer readable program code means for causing a computer to add the weighted customer satisfactions to obtain the final customer satisfaction.

12. The article of manufacture according to claim 11, wherein said weighting computer readable program code means comprises computer readable program code means for causing a computer to weight only a part of the customer satisfactions which is selected based on a predetermined threshold.

13. The article of manufacture according to claim 9, further comprising:

computer readable program code means for causing a computer to obtain an index of achievement of the product characteristics based on the customer satisfaction.

14. The article of manufacture according to claim 13, wherein the index of achievement includes a customer attitude rating defined by

15. The article of manufacture according to claim 14, further comprising:

computer readable program code means for causing a computer to obtain customer satisfactions for each of the customer requirements;

computer readable program code means for causing a computer to weight the customer satisfactions based on the customer importance rating; and

computer readable program code means for causing a computer to add the weighted customer satisfactions to obtain the index of achievement of the product characteristics.

16. The article of manufacture according to claim 9, further comprising:

computer readable program code means for causing a computer to obtain a customer satisfaction of the customer requirements corresponding to an actual achievement value of the product characteristics relating to a comparison object product.