Abstract
This study is to apply Kano model as a diagnostic method for QCC activities, such as requirement formulating, structuring, and planning. This application in diagnosing is seldom studied in the prior research judged by the available literature. Different from the one-dimensional quality model, the Kano model takes two-dimensional quality factors along with the interaction of these two dimensions, to better identify the different stages of customer demands. This feature, often used in the development and design of products or services in earlier research, is extended to the QCC activity diagnosis in this study. This study tested the method in the case plants across three countries: Taiwan, China, and Vietnam to verify the feasibility of this diagnostic method. Based on the analysis of the cases studied, we identified the distinct distribution of quality attributes of each plant in four quality factors, and accomplished the desirable diagnostic performance. These include the use of diagnostic method to help the early QCC management, the diagnosis results facilitating the priority for installing the resources from the impetus team, and in combination with the concept of product life cycle management strategies, the expansion of the intangible effects in QCC activities.