Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Customer Data in the Design Process with Focus on Customer Neds and Way of using the Product
Luleå University of Technology, Department of Engineering Sciences and Mathematics, Product and Production Development. (Computer Aided Design)ORCID iD: 0000-0001-7918-003X
2017 (English)Licentiate thesis, comprehensive summary (Other academic)Alternative title
Kunddata i produktutvecklingsprocessen med fokus på kundkrav och sättet att använda produkten (Swedish)
Abstract [en]

Owing to continuous advances in information technology, access to information via the Internet and the steady decline of cost related to data creation, big amounts of customer data now reside in many companies. This data is said to hold a large amount of valuable knowledge that could be used to design customer-focused products, a key factor for maintaining market-share. Information overload hinders the search for knowledge and, therefore, it is a challenge for companies to identify what is relevant to analyse. Different approaches based on data mining tools of web-based customer data have been shown to be useful for gaining customer insight. However, this information is not properly factored into the target setting process. Many improvements in modelling the relation between product performance and customer satisfaction during the target setting have been presented. However, these still rely on customer information obtained from traditional gathering techniques such as questionnaires, which do not provide enough valuable and deep customer information; therefore, designers are forced to make assumptions. While some studies highlight the potential of customer data as an aid to designing future product generations, they do not provide enough details on how such information should be processed to generate valuable information for the designers. 

By taking advantage of the generated customer data, this work aims to increase the reliability of the design decisions on product specifications by reducing the existing gap between the customer and the designer world. To do so, customer information from different sources such as surveys and usage data have been combined to model customer satisfaction as a function of design requirements. In this process, customer needs are defined at a detailed level to be able to link customer satisfaction with a clear interface to the design requirements. By means of usage data, customer-product interaction in the customer environment is investigated, and differences between designer assumptions and customer picture are calculated towards the target fulfilment indicator. Results show that the work presented helps designers to set targets towards a higher customer focus, since customer needs and way of using the product become visible in the process. This allows the design team not only to identify differences among customers but also the possibility to detect changes in customer needs. The target fulfilment indicator acts as a feedback channel for continuous product improvement, allowing designers to validate their decisions. Since the voice of the customer drives the process, the presented approaches guide the design team towards the most relevant customer data, thus streamlining the design process in a situation where the amount of information rapidly increases. 

Place, publisher, year, edition, pages
Luleå: Luleå University of Technology, 2017. , p. 35
Series
Licentiate thesis / Luleå University of Technology, ISSN 1402-1757
National Category
Other Engineering and Technologies not elsewhere specified
Research subject
Computer Aided Design
Identifiers
URN: urn:nbn:se:ltu:diva-61735ISBN: 978-91-7583-802-1 (print)ISBN: 978-91-7583-803-8 (electronic)OAI: oai:DiVA.org:ltu-61735DiVA, id: diva2:1070108
Presentation
2017-03-29, E632, Luleå University of Technology, Luleå, 09:00 (English)
Opponent
Supervisors
Available from: 2017-02-01 Created: 2017-01-31 Last updated: 2017-11-24Bibliographically approved
List of papers
1. Combining customer needs and the customer’s way of using the product to set customer-focused targets in the House of Quality
Open this publication in new window or tab >>Combining customer needs and the customer’s way of using the product to set customer-focused targets in the House of Quality
2017 (English)In: International Journal of Production Research, ISSN 0020-7543, E-ISSN 1366-588X, Vol. 55, no 8, p. 2320-2335Article in journal (Refereed) Published
Abstract [en]

An increasing number of products are equipped with software and sensors. This suggests that, in order to deliver more customised performance, future products will be developed to accommodate systems that supply information on how these products are used. Today, information on the customer’s way of using a product is seldom factored into product design, but the opportunities for making use of it are increasing dramatically due to the amount of available data that can be logged. The proposed methodology is to formulate Customer Needs at a detailed level to be able to link customer satisfaction with a clear interface to the Design Requirements. These links are obtained by combining information acquired by means of surveys, among other methodologies, as well as usage data from customer products. The method is based on the planning House of Quality and also takes cost and risk into consideration. Risk is estimated using the Analytical Hierarchy Process, whereby a hierarchy of the most relevant customer information is constructed to make designers aware of how customer-focused the design process is. To validate the proposed methodology an illustrative example is presented. Results show that the method provides valuable information that enables the company to remain customer-focused during the whole process but also when strategic decisions on price and product launch are made.

Place, publisher, year, edition, pages
Taylor & Francis, 2017
National Category
Other Mechanical Engineering
Research subject
Computer Aided Design
Identifiers
urn:nbn:se:ltu:diva-59918 (URN)10.1080/00207543.2016.1238114 (DOI)000398964300012 ()2-s2.0-84991272590 (Scopus ID)
Note

Validerad; 2017; Nivå 2; 2017-04-06 (rokbeg)

Available from: 2016-10-24 Created: 2016-10-24 Last updated: 2018-11-15Bibliographically approved
2. Integration of customer-product interaction into Quality Function Deployment
Open this publication in new window or tab >>Integration of customer-product interaction into Quality Function Deployment
2016 (English)In: ASME 2016 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference, New York: ASME Press, 2016, Vol. 7, article id DETC2016-59992Conference paper, Published paper (Refereed)
Abstract [en]

Customer satisfaction is used by many companies as a keyperformance indicator and it is strategically important to be ableto define design requirements that contribute to customer satisfaction when setting targets. For highly complex products such as vehicles, target setting is an evolving process based on continually changing internal and external requirements. Quality Function Deployment (QFD) is a method that provides a structured approach for incorporating customer needs into the product development process. However, in addition to product targets, product usage proficiency also contributes to customer satisfaction. Customers often do not read manuals; they learn by trying things out and sometimes the use of the product ends up outside the expected acceptable range of the designers, delivering to the customer low product performance. The intention of this article is therefore to gain a deeper understanding of the customer by analyzing customer-product interaction of customer products and integrating it into QFD to identify the most interesting design requirements to improve customer satisfaction when developing products that are comparable to the ones launched in the market. The proposed method facilitates designer awareness of target population before re-designing an existing product and it helps designers to set a starting point to improve usage proficency for each customer by providing individualized feedback.

Place, publisher, year, edition, pages
New York: ASME Press, 2016
Keywords
Customer satisfaction, target setting, usage proficiency, Quality Function deployment, QFD, customerproduct interaction, design process
National Category
Other Mechanical Engineering
Research subject
Computer Aided Design
Identifiers
urn:nbn:se:ltu:diva-60178 (URN)10.1115/DETC2016-59992 (DOI)000393001500024 ()2-s2.0-85007349518 (Scopus ID)9780791850190 (ISBN)
Conference
28th International Conference on Design Theory and Methodology Charlotte, North Carolina, USA, August 21–24, 2016
Available from: 2016-11-07 Created: 2016-11-07 Last updated: 2018-05-14Bibliographically approved

Open Access in DiVA

fulltext(2191 kB)315 downloads
File information
File name FULLTEXT01.pdfFile size 2191 kBChecksum SHA-512
77835c8545a7c95a8663b5eed6fa0f57d4db843f83915a8137a2181a2e8824231c999b4e80b985e80a9d8251b3dde893e31b4dc750f7c859e4109bba605eb337
Type fulltextMimetype application/pdf

Search in DiVA

By author/editor
Martí Bigorra, Anna
By organisation
Product and Production Development
Other Engineering and Technologies not elsewhere specified

Search outside of DiVA

GoogleGoogle Scholar
Total: 315 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

isbn
urn-nbn

Altmetric score

isbn
urn-nbn
Total: 699 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf