Abstract
Understand "Customer Needs" and "Does customer satisfy about your work?" are important topics for continuous improvement for all firms. However, the internal measurement of quality-related performance indices in traditional companies are basically focused on abnormality detection, prevention and improvement. Service function-oriented indices are rarely seen for evaluating the performance from the user's point of view. In order to understand the satisfaction for customers, and obtain the suggestions to improve and evaluate the service level of Quality Control department. This study investigates the service quality performance of assembly process inspection for service function-oriented executing department internally. It’s expected that the cost can be reduced by conducting resource management and allocation efficiently and the performance of business operation cane be improved to gain profit ultimately. This study applies Kano Model to explore and classify the service quality features in the assembly process inspection, and discusses the difference between the user’s expectation and satisfaction based on Important-Performance Analysis (IPA). Based on two customer satisfaction coefficients calculated from the Kano questionnaires, two-dimensional graph can be constructed to understand how the service features affect customer satisfaction. Then, an Important-Performance matrix can be established to understand the importance and actual performance status of each process inspection feature. Finally, combining the results of Kano Model and IPA with two-dimensional properties status and satisfaction coefficients, several guidelines with their improvement are made for the case company as a reference. Keyword：Process Inspection, Service Quality, Kano Model, Important-Performance Analysis.