A conceptual integrative model of Kansei Engineering, Kano and TRIZ towards sustainability in services

Hartono, Markus (2016) A conceptual integrative model of Kansei Engineering, Kano and TRIZ towards sustainability in services. 8th Widyatama International Seminar on Sustainability. ISSN 9786027484504

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Abstract

Kansei Engineering (KE) has shown its superiority in modeling customer emotional needs (Kansei in Japanese) into service performance. By incorporating Kano model and TRIZ, this integrative KE model is able to reveal what service attributes are sensitive and critical to customer emotions, and how to satisfy them with very less contradiction of proposed improvements. Moreover, sustainability aspect is embedded as a way to finalize the proposed solutions to be more feasible and relevant to today’s challenges. As an illustrative example, healthcare service-based experience is presented. It shows that Kansei based service experience is quite related to the sustainability thinking.

Item Type: Article
Uncontrolled Keywords: Kansei Engineering,Kano,TRIZ, sustainability
Subjects: T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering
Depositing User: Markus Hartono 61124
Date Deposited: 13 Sep 2016 05:04
Last Modified: 13 Sep 2016 05:04
URI: http://repository.ubaya.ac.id/id/eprint/28370

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