| Author | Thuangporn Charoenchokdilok |
| Note | A thesis submitted in partial fulfillment of the requirements for the degree of Master of Engineering in Industrial and Manufacturing Engineering |
| Publisher | Asian Institute of Technology |
| Abstract | Since a concept of product design for service excellence has proposed, the concept remained vulnerability because it did not deliberated in quality of the service. Thus, presented in this research is an attempt to improve product design for service excellence. Previously, to identify a current service supportability performance of an existing product, it can be analyzed by using service index (SI). Then, this research putted an effort to integrate service quality aspect into existing service index by transformation service quality to customer satisfaction which derived from customer dissatisfaction. The proposed methodology starts from identification potential causes of dissatisfaction. Then, surveys have been conducted to discover severity and occurrence score which are viewed as the factors influencing of customer dissatisfaction, and weights have also been introduced to differentiate the influence of these two factors. Reverse Kano model has been applied to identify how the customer perceive the failure mode effects. Thus, customer dissatisfaction itself has been identified as a proportional to occurrence and to be a power function of severity and reverse Kano model has been introduced for identifying the exponent. Thus, a new service index calculation that also considered in quality of service has been developed. The results from a case study showed this new approach represented overall performance of service supportability and reflected the current stage of customer satisfaction in service quality of existing product. |
| Year | 2015 |
| Type | Thesis |
| School | School of Engineering and Technology (SET) |
| Department | Department of Industrial Systems Engineering (DISE) |
| Academic Program/FoS | Microelectronics (ME) |
| Chairperson(s) | Pisut Koomsap |
| Examination Committee(s) | Huynh Trung Luong;Bohez, Erik L. J.; |
| Scholarship Donor(s) | Royal Thai Government Fellowship |
| Degree | Thesis (M.Eng.) -- Asian Institute of Technology, 2015 |