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1、Thisarticlewasdownloadedby:[UniversityofCalifornia,Berkeley]On:24July2012,At:18:29Publisher:RoutledgeInformaLtdRegisteredinEnglandandWalesRegisteredNumber:1072954Registeredoffice:MortimerHouse,37-41MortimerStreet,LondonW1T3JH,UKTotalQualityManagementPu
2、blicationdetails,includinginstructionsforauthorsandsubscriptioninformation:http://www.tandfonline.com/loi/ctqm19IntegratingKano'smodelintheplanningmatrixofqualityfunctiondeploymentK.C.Tan&X.X.ShenVersionofrecordfirstpublished:25Aug2010Tocitethisarticle
3、:K.C.Tan&X.X.Shen(2000):IntegratingKano'smodelintheplanningmatrixofqualityfunctiondeployment,TotalQualityManagement,11:8,1141-1151Tolinktothisarticle:http://dx.doi.org/10.1080/095441200440395PLEASESCROLLDOWNFORARTICLEFulltermsandconditionsofuse:http://
4、www.tandfonline.com/page/terms-and-conditionsThisarticlemaybeusedforresearch,teaching,andprivatestudypurposes.Anysubstantialorsystematicreproduction,redistribution,reselling,loan,sub-licensing,systematicsupply,ordistributioninanyformtoanyoneisexpressly
5、forbidden.Thepublisherdoesnotgiveanywarrantyexpressorimpliedormakeanyrepresentationthatthecontentswillbecompleteoraccurateoruptodate.Theaccuracyofanyinstructions,formulae,anddrugdosesshouldbeindependentlyverifiedwithprimarysources.Thepublishershallnotb
6、eliableforanyloss,actions,claims,proceedings,demand,orcostsordamageswhatsoeverorhowsoevercausedarisingdirectlyorindirectlyinconnectionwithorarisingoutoftheuseofthismaterial.TOTALQUALITYMANAGEMENT,VOL.11,NO.8,2000,1141±1151IntegratingKano’smodelinthepla
7、nningmatrixofqualityfunctiondeploymentK.C.Tan&X.X.ShenDepartmentofIndustrialandSystemsEngineering,NationalUniversityofSingapore,KentRidge,Singapore119260abstractThequalityofaproductorserviceisultimatelyjudgedintermsofcustomersatisfaction.Focusingonlist
8、eningtothevoiceofthecustomer(VOC),qualityfunctiondeployment(QFD)hasbeenusedasaqualityimprovementandproductdevelopmenttechniqueinmany®elds.ToachievetotalcustomersatisfactioninaneVectiveway,QFDpractitionersshouldgobeyondmerelylisteningtot
