Predicting Quality of Modified Product Attributes to Achieve Customer Satisfaction

Abstract

In the era of the competitive environment, the improvement in current products is ensured through activities aimed at increasing a product’s quality level and, consequently, reducing the amount of waste. The dynamically changing production environment and sudden changes in customer expectations force us to take precise and well-thought-out development steps. Furthermore, it is important to anticipate favourable product changes to prepare for market changes over time. This is still an open problem. The aim of this study was to develop a method to predict the quality of potential product prototypes resulting from the proposed modifications of the product features. This methodology takes into account current customer expectations. The method was created based on the principles of creating Quality Function Deployment (QFD) in the context of taking into account current and future customer expectations regarding product features. This is a new approach to analysing product quality within the principles of the traditional QFD method. The originality of the study is the technique used in the method to estimate the expected values of product features and their importance (weights), taking into account current customer expectations. Its originality is also manifested in drawing conclusions supporting the decision-making process of product improvement, because it involves ensuring the pro-quality modification of selected features of current products in the order that is most advantageous from the customer’s point of view. The use of the proposed method allows for the analysis of the impact of modifying the current value of a product feature. The method is illustrated with an example of a vacuum cleaner for home use. However, the proposed method can be applied to the design of any product to predict products that will meet customer expectations.