{"id":80861,"date":"2022-09-29T15:11:26","date_gmt":"2022-09-29T07:11:26","guid":{"rendered":"https:\/\/www.growthhk.cn\/?p=80861"},"modified":"2022-09-29T15:11:27","modified_gmt":"2022-09-29T07:11:27","slug":"kano%e6%a8%a1%e5%9e%8b%ef%bc%9a%e7%a1%ae%e5%ae%9a%e9%9c%80%e6%b1%82%e4%bc%98%e5%85%88%e7%ba%a7%e7%9a%84%e7%a5%9e%e5%99%a8","status":"publish","type":"post","link":"https:\/\/www.growthhk.cn\/cgo\/product\/80861.html","title":{"rendered":"KANO\u6a21\u578b\uff1a\u786e\u5b9a\u9700\u6c42\u4f18\u5148\u7ea7\u7684\u795e\u5668"},"content":{"rendered":"\n

\u4f5c\u4e3a\u4ea7\u54c1\u7ecf\u7406\uff0c\u6211\u4eec\u9762\u5bf9\u7684\u9700\u6c42\u901a\u5e38\u662f\u51e0\u5341\u751a\u81f3\u4e0a\u767e\u7684\u3002\u6bcf\u4e2a\u9700\u6c42\u90fd\u4f1a\u5360\u7528\u5b9d\u8d35\u7684\u5f00\u53d1\u3001\u6d4b\u8bd5\u8d44\u6e90\uff0c\u90a3\u4e48\uff0c\u6211\u4eec\u8be5\u5982\u4f55\u786e\u5b9a\u9700\u6c42\u7684\u4f18\u5148\u7ea7\uff0c\u4ee5\u5b9e\u73b0\u6211\u4eec\u7684\u5546\u4e1a\u76ee\u6807\u5462\uff1f<\/p>\n\n\n\n

\u8fd9\u6b21\u6211\u4eec\u4ecb\u7ecd\u4e00\u79cd\u786e\u5b9a\u9700\u6c42\u4f18\u5148\u7ea7\u7684\u795e\u5668\u2014\u2014KANO\u6a21\u578b<\/a><\/span>\u3002<\/p>\n\n\n\n

\u4e00\u3001KANO\u6a21\u578b\u7b80\u4ecb<\/h1>\n\n\n\n

KANO\u6a21\u578b\u662f\u4e1c\u4eac\u7406\u5de5\u5927\u5b66\u6559\u6388\u72e9\u91ce\u7eaa\u662d\uff08Noriaki Kano\uff09\u4e8e20\u4e16\u7eaa80\u5e74\u4ee3\u63d0\u51fa\u7684\uff0c\u4ed6\u4ee5\u81ea\u5df1\u7684\u540d\u5b57\u547d\u540d\u4e86\u8be5\u6a21\u578b\u3002<\/p>\n\n\n\n

\u8fd9\u4e2a\u6a21\u578b\u5982\u4e0b\u56fe\u6240\u793a\uff0c\u63cf\u8ff0\u4e86\u9700\u6c42\u5b9e\u73b0\u7a0b\u5ea6\u4e0e\u5ba2\u6237\u6ee1\u610f\u5ea6\u4e4b\u95f4\u7684\u5173\u7cfb<\/strong>\u3002<\/p>\n\n\n\n

\"\"\/<\/figure>\n\n\n\n

\u9700\u6c42\u5b9e\u73b0\u7a0b\u5ea6\u4e0e\u5ba2\u6237\u6ee1\u610f\u5ea6\u4e4b\u95f4\u7684\u5173\u7cfb\u6bd4\u8f83\u590d\u6742\uff0c\u4f46\u62c6\u5206\u6765\u770b\uff0c\u5206\u4e3a5\u79cd\u5173\u7cfb\uff1a<\/p>\n\n\n\n

  1. \u5f53\u9700\u6c42\u6ca1\u6709\u5b9e\u73b0\u65f6\uff0c\u5ba2\u6237\u5f88\u4e0d\u6ee1\u610f\uff1b\u5f53\u9700\u6c42\u5b9e\u73b0\u65f6\uff0c\u5ba2\u6237\u4f1a\u89c9\u5f97\u7406\u5e94\u5982\u6b64\u3002\u8fd9\u79cd\u9700\u6c42\u79f0\u4e3a\u300c\u57fa\u672c\u9700\u6c42<\/strong>\u300d\uff1b<\/li>
  2. \u5f53\u9700\u6c42\u6ca1\u6709\u5b9e\u73b0\u65f6\uff0c\u5ba2\u6237\u5f88\u4e0d\u6ee1\u610f\uff1b\u5f53\u9700\u6c42\u5b9e\u73b0\u65f6\uff0c\u5ba2\u6237\u6ee1\u610f\u3002\u8fd9\u79cd\u9700\u6c42\u79f0\u4e3a\u300c\u671f\u671b\u9700\u6c42<\/strong>\u300d\uff1b<\/li>
  3. \u5f53\u9700\u6c42\u6ca1\u6709\u5b9e\u73b0\u65f6\uff0c\u5ba2\u6237\u4e0d\u4f1a\u8868\u73b0\u51fa\u4e0d\u6ee1\u610f\uff1b\u5f53\u9700\u6c42\u5b9e\u73b0\u65f6\uff0c\u5ba2\u6237\u6ee1\u610f\u3002\u8fd9\u79cd\u9700\u6c42\u79f0\u4e3a\u300c\u5174\u594b\u9700\u6c42<\/strong>\u300d\uff1b<\/li>
  4. \u65e0\u8bba\u9700\u6c42\u662f\u5426\u5b9e\u73b0\uff0c\u5ba2\u6237\u90fd\u4e0d\u4f1a\u8868\u73b0\u51fa\u6ee1\u610f\u6216\u4e0d\u6ee1\u610f\u3002\u8fd9\u79cd\u9700\u6c42\u79f0\u4e3a\u300c\u65e0\u5dee\u5f02\u9700\u6c42<\/strong>\u300d\uff1b<\/li>
  5. \u9700\u6c42\u5b9e\u73b0\u5f97\u8d8a\u597d\uff0c\u5ba2\u6237\u6ee1\u610f\u5ea6\u8d8a\u4f4e\u3002\u8fd9\u79cd\u9700\u6c42\u79f0\u4e3a\u300c\u53cd\u5411\u9700\u6c42<\/strong>\u300d\u3002<\/li><\/ol>\n\n\n\n

    \u53ef\u89c1\uff0c\u6211\u4eec\u53ef\u4ee5\u5229\u7528KANO\u6a21\u578b\u5bf9\u9700\u6c42\u8fdb\u884c\u5206\u7c7b<\/strong>\u3002\u5bf9\u6bcf\u4e00\u7c7b\u9700\u6c42\uff0c\u6211\u4eec\u53ef\u4ee5\u91c7\u53d6\u4e0d\u540c\u7684\u7b56\u7565\u3002<\/p>\n\n\n\n

    \u4e8c\u3001\u5bf9\u5404\u7c7b\u9700\u6c42\u7684\u7b56\u7565<\/h1>\n\n\n\n

    1. \u57fa\u672c\u9700\u6c42<\/h2>\n\n\n\n

    \u57fa\u672c\u9700\u6c42\u662f\u5ba2\u6237\u5bf9\u4ea7\u54c1\u6700\u57fa\u672c\u7684\u9700\u6c42\u3002<\/strong>\u6bd4\u5982\uff0c\u624b\u673a\u8981\u80fd\u6253\u7535\u8bdd\u3001\u7a7a\u8c03\u8981\u80fd\u5236\u51b7\uff0c\u5982\u679c\u8fd9\u4e9b\u57fa\u672c\u7684\u9700\u6c42\u6ee1\u8db3\u4e0d\u4e86\uff0c\u5ba2\u6237\u4f1a\u6293\u72c2\uff0c\u4f1a\u5927\u9a82\u4ea7\u54c1\u5783\u573e\u3002<\/p>\n\n\n\n

    \u5ba2\u6237\u5e76\u4e0d\u4f1a\u4e3b\u52a8\u63d0\u8fd9\u7c7b\u9700\u6c42\uff0c\u56e0\u4e3a\u4ed6\u4eec\u8ba4\u4e3a\u8fd9\u662f\u4e00\u4e2a\u4ea7\u54c1\u5fc5\u987b\u5177\u5907\u7684\u3002\u6211\u4eec\u53ef\u4ee5\u4f9d\u9760\u77e5\u8bc6\u548c\u7ecf\u9a8c\u3001\u884c\u4e1a\u6807\u51c6\u7b49\u83b7\u53d6\u8fd9\u7c7b\u9700\u6c42\u3002<\/p>\n\n\n\n

    \u5bf9\u4e8e\u57fa\u672c\u9700\u6c42\uff0c\u6211\u4eec\u8981\u4f18\u5148\u6ee1\u8db3<\/strong>\u3002\u56e0\u4e3a\u53ea\u8981\u6ee1\u8db3\uff0c\u5ba2\u6237\u7684\u6ee1\u610f\u5ea6\u5c31\u4f1a\u63d0\u5347\u5f88\u591a\u3002\u4f46\u662f\uff0c\u8fd9\u7c7b\u9700\u6c42\u6ee1\u8db3\u5230\u5e73\u5747\u6c34\u5e73\u5373\u53ef<\/strong>\uff0c\u540e\u7eed\u7684\u6295\u5165\u6536\u6548\u751a\u5fae\uff0c\u8fb9\u9645\u6536\u76ca\u964d\u4f4e\u3002<\/p>\n\n\n\n

    2. \u671f\u671b\u9700\u6c42<\/h2>\n\n\n\n

    \u671f\u671b\u9700\u6c42\u7684\u4f8b\u5b50\uff1a\u6211\u4eec\u5728\u5916\u5356\u5e73\u53f0\u4e0b\u5355\u540e\uff0c\u8d8a\u5feb\u9001\u5230\u8d8a\u597d\uff1b\u6211\u4eec\u5728\u7535\u5546\u5e73\u53f0\u4e70\u4e1c\u897f\uff0c\u4fdd\u8bc1\u8d28\u91cf\u7684\u524d\u63d0\u4e0b\uff0c\u4ef7\u683c\u8d8a\u4f4e\u8d8a\u597d\u3002<\/p>\n\n\n\n

    \u5ba2\u6237\u63d0\u51fa\u7684\u9700\u6c42\u51e0\u4e4e\u90fd\u662f\u671f\u671b\u9700\u6c42<\/strong>\u3002<\/p>\n\n\n\n

    \u5bf9\u4e8e\u671f\u671b\u9700\u6c42\uff0c\u6211\u4eec\u8981\u5c3d\u529b\u6ee1\u8db3\u3002\u6211\u4eec\u53ea\u8981\u52aa\u529b\u6ee1\u8db3\u5ba2\u6237\u7684\u9700\u6c42\uff0c\u5ba2\u6237\u7684\u6ee1\u610f\u5ea6\u5c31\u4f1a\u63d0\u5347\uff0c\u53ef\u4ee5\u8bf4\u662f\u4e00\u5206\u8015\u8018\u4e00\u5206\u6536\u83b7\u3002<\/p>\n\n\n\n

    3. \u5174\u594b\u9700\u6c42<\/h2>\n\n\n\n

    \u5174\u594b\u9700\u6c42\u7684\u4f8b\u5b50\uff1a\u6211\u4eec\u8d2d\u4e70\u7535\u89c6\u673a\uff0c\u514d\u8d39\u8d60\u9001\u89c6\u9891\u7f51\u7ad9\u7684\u5e74\u8d39\u4f1a\u5458\uff1b\u6211\u4eec\u4f4f\u9152\u5e97\u65f6\uff0c\u9152\u5e97\u63d0\u4f9b\u514d\u8d39\u6d17\u8863\u670d\u52a1\u3002<\/p>\n\n\n\n

    \u5ba2\u6237\u4e0d\u4f1a\u63d0\u51fa\u6b64\u7c7b\u9700\u6c42\uff0c\u56e0\u4e3a\u4ed6\u4eec\u60f3\u4e0d\u5230\u3002<\/strong><\/p>\n\n\n\n

    \u5bf9\u4e8e\u5174\u594b\u9700\u6c42\uff0c\u6211\u4eec\u8981\u4e0b\u529f\u592b\uff0c\u56e0\u4e3a\u5b83\u80fd\u6253\u9020\u6211\u4eec\u7684\u5356\u70b9\uff0c\u8ba9\u6211\u4eec\u5728\u7ade\u4e89\u4e2d\u8131\u9896\u800c\u51fa\u3002<\/p>\n\n\n\n

    4. \u65e0\u5dee\u5f02\u9700\u6c42\u548c\u53cd\u5411\u9700\u6c42<\/h2>\n\n\n\n

    \u5efa\u8bae\u4e0d\u8981\u5728\u8fd9\u4e24\u7c7b\u9700\u6c42\u4e0a\u82b1\u65f6\u95f4\u548c\u7cbe\u529b\uff0c\u56e0\u4e3a\u5ba2\u6237\u5e76\u4e0d\u4f1a\u56e0\u4e3a\u8fd9\u7c7b\u9700\u6c42\u88ab\u5b9e\u73b0\u800c\u611f\u5230\u6ee1\u610f\u3002\u76f8\u53cd\uff0c\u4ed6\u4eec\u5e76\u65e0\u611f\u89c9\uff0c\u751a\u81f3\u53cd\u611f\u3002\u8fd9\u662f\u5178\u578b\u7684\u5403\u529b\u4e0d\u8ba8\u597d\u3002<\/p>\n\n\n\n

    \u4e09\u3001\u5982\u4f55\u5224\u65ad\u9700\u6c42\u7684\u7c7b\u522b<\/h1>\n\n\n\n

    \u4e0b\u9762\u8bf4\u4e00\u8bf4\uff0c\u5982\u4f55\u5224\u65ad\u4e00\u4e2a\u9700\u6c42\u7684\u7c7b\u522b\u3002\u8fd9\u5957\u65b9\u6cd5\u6bd4\u8f83\u6210\u719f\u3002<\/p>\n\n\n\n

    1. \u5236\u4f5c\u95ee\u5377<\/h2>\n\n\n\n

    \u5bf9\u6bcf\u4e2a\u9700\u6c42\uff0c\u6784\u9020\u6b63\u53cd\u4e24\u4e2a\u95ee\u9898<\/strong>\uff08\u5982\u4e0b\u56fe\u4e0a\u534a\u90e8\u5206\u6240\u793a\uff09\uff0c\u5373\uff0c\u5b9e\u73b0\u8fd9\u4e2a\u9700\u6c42\u4f60\u611f\u89c9\u5982\u4f55\uff1f\u6ca1\u6709\u5b9e\u73b0\u8fd9\u4e2a\u9700\u6c42\u4f60\u611f\u89c9\u5982\u4f55\uff1f\u6bcf\u4e2a\u95ee\u9898\u90fd\u67095\u4e2a\u9009\u9879\uff0c\u5206\u522b\u4e3a\u559c\u6b22\u3001\u5fc5\u987b\u3001\u4e2d\u7acb\u3001\u53ef\u4ee5\u5fcd\u53d7\u3001\u4e0d\u559c\u6b22\u3002<\/p>\n\n\n\n

    \"\"\/<\/figure>\n\n\n\n

    2. \u8fdb\u884c\u8c03\u7814<\/h2>\n\n\n\n

    \u8981\u6709\u8db3\u591f\u6570\u91cf\u7684\u8c03\u7814\u5bf9\u8c61\u3002<\/p>\n\n\n\n

    3. \u7edf\u8ba1\u7ed3\u679c<\/h2>\n\n\n\n

    \u8c03\u7814\u5b8c\u6210\u540e\uff0c\u6839\u636e\u8bc4\u4f30\u8868\uff08\u5982\u4e0a\u56fe\u4e0b\u534a\u90e8\u5206\u6240\u793a\uff09\u83b7\u53d6\u5355\u4e2a\u8c03\u7814\u5bf9\u8c61\u5bf9\u8be5\u9700\u6c42\u7684\u5206\u7c7b\u3002<\/p>\n\n\n\n

    \u8be5\u8bc4\u4f30\u8868\u662f\u4e00\u4e2a\u4e8c\u7ef4\u8868\uff0c\u6a2a\u5411\u8868\u793a\u5982\u679c\u9700\u6c42\u88ab\u5b9e\u73b0\u8c03\u7814\u5bf9\u8c61\u611f\u89c9\u5982\u4f55\uff0c\u7ad6\u5411\u8868\u793a\u5982\u679c\u9700\u6c42\u6ca1\u6709\u88ab\u5b9e\u73b0\u8c03\u7814\u5bf9\u8c61\u611f\u89c9\u5982\u4f55\u3002\u4e2d\u95f4\u683c\u5b50\u8868\u793a\u5bf9\u9700\u6c42\u7684\u5206\u7c7b\u3002<\/p>\n\n\n\n

    \u5176\u4e2d\uff0cSkeptical\u8868\u793a\u8c03\u7814\u7ed3\u679c\u6709\u95ee\u9898\uff0cIndifferent\u8868\u793a\u65e0\u5dee\u5f02\u9700\u6c42\uff0cReverse\u8868\u793a\u53cd\u5411\u9700\u6c42\uff0cMust-be\u8868\u793a\u57fa\u672c\u9700\u6c42\uff0cOne-dimensional\u8868\u793a\u671f\u671b\u9700\u6c42\uff0cAttractive\u8868\u793a\u5174\u594b\u9700\u6c42\u3002<\/p>\n\n\n\n

    \u6839\u636e\u8c03\u7814\u5bf9\u8c61\u5bf9\u4e00\u4e2a\u9700\u6c42\u6b63\u53cd\u4e24\u4e2a\u95ee\u9898\u7684\u56de\u7b54\uff0c\u53ef\u4ee5\u6839\u636e\u8be5\u8bc4\u4f30\u8868\u786e\u5b9a\u8be5\u9700\u6c42\u7684\u7c7b\u578b\u3002\u8fd9\u4e2a\u7c7b\u578b\u53ea\u5bf9\u8be5\u8c03\u7814\u5bf9\u8c61\u6709\u6548\u3002<\/p>\n\n\n\n

    \u56e0\u4e3a\u540c\u4e00\u4e2a\u9700\u6c42\uff0c\u5bf9\u4e0d\u540c\u7528\u6237\u800c\u8a00\u662f\u4e0d\u4e00\u6837\u7684\u5206\u7c7b<\/strong>\uff0c\u6709\u7684\u662f\u5174\u594b\u9700\u6c42\uff0c\u6709\u7684\u5219\u662f\u671f\u671b\u9700\u6c42\u3002<\/p>\n\n\n\n

    \u4f46\u662f\uff0c\u968f\u7740\u8c03\u7814\u5bf9\u8c61\u6570\u91cf\u7684\u589e\u591a\uff0c\u6211\u4eec\u5c31\u53ef\u4ee5\u7edf\u8ba1\u8be5\u9700\u6c42\u5404\u79cd\u7c7b\u578b\u7684\u5206\u5e03\u3002\u8be5\u5206\u5e03\u51b3\u5b9a\u4e86\u8be5\u9700\u6c42\u7684\u5206\u7c7b\u3002<\/strong><\/p>\n\n\n\n

    \u6bd4\u5982\uff0c\u5bf9\u67d0\u4e2a\u9700\u6c42\uff0c\u6839\u636e\u7edf\u8ba1\u5f97\u5230\u5176\u5404\u79cd\u7c7b\u578b\u7684\u5206\u5e03\u5982\u4e0b\u56fe\u6240\u793a\u3002<\/p>\n\n\n\n

    \u7531\u4e8e\u671f\u671b\u9700\u6c42\u7684\u6bd4\u4f8b\u4e3a48%\uff0c\u8fdc\u8d85\u5176\u4ed6\u9700\u6c42\u7c7b\u578b\uff0c\u90a3\u4e48\u8be5\u9700\u6c42\u662f\u671f\u671b\u9700\u6c42\u3002 <\/p>\n\n\n\n

    \u6839\u636e\u4ee5\u4e0a\u65b9\u6cd5\uff0c\u5c31\u53ef\u4ee5\u5224\u65ad\u4e00\u4e2a\u9700\u6c42\u7684\u5206\u7c7b\u3002<\/p>\n\n\n\n

    \u56db\u3001\u591a\u8bf4\u4e24\u53e5<\/h1>\n\n\n\n

    \u867d\u7136\u4e0a\u9762\u5224\u65ad\u9700\u6c42\u7c7b\u522b\u7684\u65b9\u6cd5\u6bd4\u8f83\u79d1\u5b66\uff0c\u4f46\u8be5\u65b9\u6cd5\u8017\u8d39\u7684\u65f6\u95f4\u548c\u7cbe\u529b\u4e5f\u662f\u5de8\u5927\u7684\u3002<\/strong><\/p>\n\n\n\n

    \u5b9e\u9645\u5de5\u4f5c\u4e2d\uff0c\u6211\u4eec\u6709\u65f6\u4e5f\u4f1a\u91c7\u53d6\u5077\u61d2\u7684\u529e\u6cd5\uff0c\u6bd4\u5982\uff0c\u6839\u636e\u7ecf\u9a8c\u548c\u77e5\u8bc6\u6765\u5feb\u901f\u5224\u65ad\u4e00\u4e2a\u9700\u6c42\u7684\u7c7b\u578b\u3002<\/p>\n\n\n\n

    \u9700\u6c42\u7684\u5206\u7c7b\u4e0d\u662f\u4e00\u6210\u4e0d\u53d8\u7684<\/strong>\u300280-90\u5e74\u4ee3\uff0c\u4e3b\u6d41\u7684\u7535\u89c6\u673a\u662f\u9ed1\u767d\u7684\uff0c\u5f69\u8272\u7535\u89c6\u673a\u5bf9\u7528\u6237\u6765\u8bf4\u662f\u671f\u671b\u9700\u6c42\u3002<\/p>\n\n\n\n

    \u4f46\u4eca\u5929\u5f69\u8272\u5df2\u7ecf\u662f\u57fa\u672c\u9700\u6c42\u3002\u56e0\u6b64\uff0c\u4f5c\u4e3a\u4ea7\u54c1\u7ecf\u7406\uff0c\u6211\u4eec\u9700\u8981\u4e0d\u65ad\u4e86\u89e3\u7528\u6237\u9700\u6c42\u7684\u53d8\u5316\uff0c\u7136\u540e\u505a\u6b63\u786e\u7684\u4e8b\u60c5\u3002<\/p>\n\n\n\n

    \u53c2\u8003\u6587\u732e\uff1a<\/p>\n\n\n\n

    Song H G, Park Y T. Wordings of the Kano model\u2019s questionnaire[J]. Journal of the Korean Society for Quality Management, 2012, 40(4): 453-466.<\/p>\n\n\n\n

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