KANO 모델을 활용한 ISO 9004:2018 주요 지침의 유형 분석

Abstract

The purpose of this study is to classify the properties of the ISO 9004:2018 guidance, present the coefficients of satisfaction and dissatisfaction, and prioritize the main guidance. A total of 22 detailed items from ISO 9004:2018 are used in a survey, and the Kano model is used to classify the attributes. Based on the classified attributes, the coefficients of satisfaction and dissatisfaction are calculated and analyzed to derive a priority order of improvement. The core items are “improvement” and “innovation,” and the mandatory items are “process responsibility” and “authority for managing processes.” Thus, an effective and efficient plan for managing the quality-management system is presented.