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題名：新模糊概念於二維品質模型之研究
作者：黃勝彥
作者(外文)：Huang,Sheng-Yen
校院名稱：中華大學
系所名稱：科技管理學系(所)
指導教授：李友錚
學位類別：博士
出版日期：2008
主題關鍵詞：二維品質模型；模糊理論；隸屬度函數；模糊Kano問卷；模糊Kano眾數；Kano's model；Fuzzy Theory；Membership function；Fuzzy Kano's Questionnaire；Fuzzy Kano's mode
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近年來由日本學者狩野紀昭博士所提出的二維品質模型，已被證實是分析顧客需求的有力工具。此模型是利用正反向問卷方式取得顧客的感受，並以眾數概念取得代表性的品質屬性，讓研究人員能對顧客的認知有更多的了解，進而開發能滿足顧客需求的產品或服務。然而通常人們在做決策時，心中的思維及感受很多時候都具有模糊、不確定的特性，因此傳統問卷的回答方式，在決策環境越來越複雜的今日社會中似乎略顯不足。同樣的，忽略了人們感受具多元化與模糊特性的傳統品質屬性判別方法，可能導致得到錯誤的分類結果，而難以設計出真正滿足顧客所需的產品。
因此本研究欲提出以模糊理論適於處理模糊、認知不確定等問題的優點，藉由隸屬度函數及允許存在多重感受的概念來設計模糊Kano問卷與模糊Kano眾數分類法。期望以更符合人類思維的問卷設計方式與判別方法，使Kano二維模型的問卷內容能包含更多且更完整的顧客訊息，而有助於改善傳統判別上的困難，得到更具代表性的判別結果。
In resent years, two-dimensional quality model proposed by Japanese scholar, Dr. Kano has been proved as effective instrument for analyzing customer requirement. The model is to reflect consumer feeling within functional and dysfunctional questionnaires. In addition, conceptual work of mode is conducted to substitute the representative instrument, quality attribute. This is to enhance researcher to have advance understanding of consumer value and to develop product and service to meet the need of consumer. However, consumption decision has the character of blur and uncertain due to various mentality and affection. Traditional questionnaire is not enough to deal with complicate decision making in modern society. At mean while, the lack of consideration of diverse affection and blur in traditional quality attribute methodology may cause misleading classification when designing product for customer requirement.
This research is to conduct fuzzy theory, which has advantage to modify blur, ambiguity and uncertainty questions. Moreover, membership function include the concept to tolerant multiple affection when design Kano’s questionnaire and blur Kano’s mode classification. It is to precede a questionnaire approaching human mentality as well as its classification. As a result, the content of Kano’s two-dimensional questionnaire could pass on more consumer information to amend the difficulty in traditional classification in addition to be representative.
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