Article | 11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden | Attractive Quality Creation: A Case Study of Microwave Ovens

Title:
Attractive Quality Creation: A Case Study of Microwave Ovens
Author:
Lars Witell: CTF – Service Research Center, Karlstad University, Sweden Martin Löfgren: CTF – Service Research Center, Karlstad University, Sweden Anders Gustafsson: CTF – Service Research Center, Karlstad University, Sweden
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Year:
2008
Conference:
11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden
Issue:
033
Article no.:
048
Pages:
571-581
No. of pages:
11
Publication type:
Abstract
Published:
2008-12-09
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press; Linköpings universitet


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Originality/value: Empirical research on attractive quality creation is sparse and this study represents a rare example of a comprehensive study of attractive quality creation.

Purpose: The purpose of this study is to present a case study of attractive quality creation on microwave ovens and try to identify the characteristics of attractive quality attributes.

Design/methodology/approach: We involved 30 customers of a company designing and producing microwave ovens. In a number of experiments these customers generated over 100 new ideas on functions; attributes and services related to microwave ovens. The 21 best ideas were identified by company specialists and these ideas were then evaluated by a large customer group using the theory of attractive quality in order to identify what ideas that are really examples of attractive quality attributes.

Findings: Our study shows how the theory of attractive quality can be used in the development of new products and services. We also provide empirical evidence on the characteristics of attractive quality attributes.

Keywords: Attractive quality creation; customer idea generation; Kano

11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden

Author:
Lars Witell, Martin Löfgren, Anders Gustafsson
Title:
Attractive Quality Creation: A Case Study of Microwave Ovens
References:

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Lilja; J. and H. Wiklund (2006); “Obstacles to the creation of attractive quality”; The TQM Magazine; Vol. 18; No. 1; pp. 55-66.


Löfgren; M. and L. Witell (2005); “Kano’s theory of attractive quality and packaging”; Quality Management Journal; Vol. 12; No. 3; pp. 7-20.

11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden

Author:
Lars Witell, Martin Löfgren, Anders Gustafsson
Title:
Attractive Quality Creation: A Case Study of Microwave Ovens
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