Recently, companies are trying to gain a competitive advantage in the market to meet the voice of customer. For this purpose, QFD has been used as product development technology in many areas to include the customer’ requirements. Also, Kano model has been used to understand the customer’ requirements for an effective way. Therefore integration of Kano model and QFD can more efficiently reflect the customer’ requirements when designing a new service. This paper proposes PI index by taking into account the current satisfaction position of our company and competitors while IR (Improvement Ratio) value was set uniformity. This study suggests a more accurate index to predict potential improvements and calculates the final importance or priority. Through case studies targeted at elevator maintenance companies, we can have a general idea how much to improve in the near future and estimate the final importance of customer requirements.

• 문경원(전북대학교 산업정보시스템공학과) | Kyung-Won Moon
• 김낙훈(전북대학교 산업정보시스템공학과) | Nak-Hoon Kim
• 정병호(전북대학교 산업정보시스템공학과) | Byung-Ho Jeong Corresponding Author