Причины, мешающие созданию привлекательных элементов качества 
Лилджа Й., Виклунд Х.

Введение;
Теория привлекательного качества;
Идентификация первого препятствия;
Вертикальная ось;
Горизонтальная ось;
Практическое значение;
Идентификация второго препятствия;
Выводы;

Ключевые слова: качество, концепции качества, управление качеством, привлекательные элементы качества

Аннотация

В статье анализируется понятие «привлекательные элементы качества», приводятся различные его трактовки, предлагаемые в работах на данную тему, и идентифицируются причины, по которым создание таких элементов качества в настоящее время является проблематичным.

Журнал: «Менеджмент качества» — №1, 2013 (© Издательский дом Гребенников)
Объем в страницах: 11
Кол-во знаков: около 20,200
* Деятельность Meta (соцсети Facebook и Instagram) запрещена в России как экстремистская.

1. Berger C., Blauth R., Bolster C., Burchill G., DuMouchel W., Pouliot F., Richter R., Rubinoff A., Shen D., Timko M. and Walden D. (1993). «Kano’s methods for understanding customer-defined quality». The Center for Quality Management Journal, Vol. 2, No. 4, pp. 3–36.

2. Bergman B., Klefsjo B. (2003). Quality from Customer Needs to Customer Satisfaction. Lund: Studentlitteratur.

3. Berryman M.L. (2002). «DFSS and big payoffs». Six Sigma Forum Magazine, Vol. 2, No. 1, pp. 23–28.

4. Chandler C.H. (1989). «Quality — beyond customer satisfaction». Quality Progress, Vol. 22, No. 2, pp. 30–32.

5. Dahlgaard J.J., Kristensen K., Kanji G.K. (2002). Fundamentals of Total Quality Management: Process Analysis and Improvement. Cheltenham: Nelson Thornes.

6. Dale B.G. (1999). Managing Quality. Oxford: Blackwell.

7. Deming W.E. (2000). The New Economics: for Industry, Government, Education. MIT Press, Cambridge, MA.

8. Edvardsson B., Gustaffson A., Johnson M.D. and Sanden B. (2000). New Service Development and Innovation in the New Economy. Lund: Studentlitteratur.

9. Elliott A.C., Swain E., Wright I.C. (2003). «Managing product development resources through the use of product quality attribute mapping». Proceedings of the Institution of Mechanical Engineers, Vol. 217, No. 9, pp. 1229–1241.

10. Garvin D.A. (1984). «What does «product quality» really mean?» Sloan Management Review, Vol. 26, No. 1, pp. 25–43.

11. Goh T.N. (2002). «A strategic assessment of Six Sigma». Quality and Reliability Engineering International, Vol. 18, No. 5, pp. 403–410.

12. Herzberg F. (1987). «One more time: how do you motivate employees?» Harvard Business Review, Vol. 65, No. 5, pp. 109–120.

13. Herzberg F., Mausner B., Snyderman B.B. (1959). The Motivation to Work. Wiley, New York, NY.

14. Huber C., Launsby R. (2002). «Straight talk on DFSS». Six Sigma Forum Magazine, Vol. 1, No. 4, pp. 20–25.

15. Ishikawa K. (1990). Introduction to Quality Control. London: Chapman & Hall.

16. Joiner B.L. (1996). «Quality, innovation, and spontaneous democracy». Quality Progress, Vol. 29, No. 3, pp. 51–53.

17. Kano N. (1987). «TQC as total quality creation». In: Proceedings of the 1987 ICQ Conference. Tokyo, pp. 143–148.

18. Kano N. (2001). «Life cycle and creation of attractive quality». In: Proceedings of the 4th QMOD Conference. Linkoping, pp. 18–36.

19. Kano N., Seraku N., Takahashi F. and Tsuji S. (1984). «Attractive quality and must-be quality». Hinshitsu, Vol. 14, No. 2, pp. 39–48.

20. Kano N., Seraku N., Takahashi F. and Tsuji S. (1996). «Attractive quality and must-be quality». In: Hromi J.D. The Best of Quality, Vol. 7. ASQC Quality Press, Milwaukee, WI.

21. Kaplan A. (1964). The Conduct of Inquiry: Methodology for Behavioral Science. Crowell, New York, NY.

22. Kirker T.B. (1994). «The voice of the customer». Industry Week, Vol. 243, No. 2, pp. 11–14.

23. Kondo Y. (2000). «Attractive quality: its importance and the points of remark». Total Quality Management, Vol. 11, No. 4, pp. 647–651.

24. Lewis C.I. (1929). Mind and World-Order: Outline of a Theory of Knowledge. Dover Publications, New York, NY.

25. Lilja J.B., Wiklund H. (2005). «Getting emotional about quality: questioning and elaborating the satisfaction concept». In: Proceedings of the 8th QMOD Conference, Palermo, pp. 905–916.

26. Magnusson K., Kroslid D., Hayhanen P. , Mills D. and Bergman B. (2003). Six Sigma: the Pragmatic Approach. Lund: Studentlitteratur.

27. Matzler K., Hinterhuber H.H. (1998). «How to make product development projects more successful by integrating Kano’s model of customer satisfaction into quality function deployment». Technovation, Vol. 18, No. 1, pp. 25–38.

28. Matzler K., Hinterhuber H.H., Sauerwein B. and Sauerwein E. (1996). «How to delight your customers». Journal of Product & Brand Management, Vol. 5, No. 2, pp. 6–18.

29. Mauleon C., Bergman B. (2002). «On the theory of knowledge in the quality movement — C.I. Lewis contribution to quality pioneers». In: Proceedings of the 8th Annual Research Seminar. Fordham University, New York, NY, pp. 156–164.

30. Merton R.K. (1967). On Theoretical Sociology: Five Essays, Old and New. Including Part 1 of Social Theory and Social Structure. Free Press, New York, NY.

31. Oliver R.L. (1996). Satisfaction: a Behavioral Perspective on the Consumer. McGraw Hill, Boston, MA.

32. Oliver R.L., Rust R.T., Varki S. (1997). «Customer delight: foundations, findings, and managerial insight». Journal of Retailing, Vol. 73, No. 3, pp. 311–336.

33. Pardee W.J. (1996). To Satisfy & Delight your Customer: How to Manage for Customer Value. Dorset House, New York, NY.

34. Pawson R., Tilley N. (1997). Realistic Evaluation. London: Sage Publications.

35. Rust R.T., Oliver R.L. (2000). «Should we delight the customer?» Journal of the Academy of Marketing Science, Vol. 28, No. 1, pp. 86–94.

36. Rust R.T., Zahorik A.J., Keiningham T.L. (1994). Return on Quality: Measuring the Financial Impact of Your Company’s Quest for Quality. Probus, Chicago, IL.

37. Schlossberg H. (1990). «Satisfying customer is a minimum: you really have to «delight» them». Marketing News, Vol. 24, May 28, pp. 10–11.

38. Shewhart W.A. (1931). Economic Control of Quality of Manufactured Product. London: D. Van Nostrand Inc.

39. Shiba S., Graham A., Walden D. (1993). A New American TQM: Four Practical Revolutions in Management. Productivity Press, Portland, OR.

40. Silverman L.L., Propst A.L. (1999). «Quality today: recognizing the critical shift». Quality Progress, Vol. 32, No. 2, pp. 53–60.

41. Steenkamp J.-B.E.M. (1990). «Conceptual model of the quality perception process». Journal of Business Research, Vol. 21, No. 4, pp. 309–333.

42. Sutton R.I., Staw B.M. (1995). «What theory is not». Administrative Science Quarterly, Vol. 40, No. 3, pp. 371–384.

43. Tan K.C., Shen X.X. (2000). «Integrating Kano’s model in the planning matrix of quality function deployment». Total Quality Management, Vol. 11, No. 8, pp. 1141–1151.

44. Ting S.C., Chen C.N. (2002). «The asymmetrical and non-linear effects of store quality attributes on customer satisfaction». Total Quality Management, Vol. 13, No. 4, pp. 547–569.

45. Watson D., Tellegen A. (1985). «Toward a consensual structure of mood». Psychological Bulletin, Vol. 98, September, pp. 219–235.

46. Watson G.H. (2003). «Customer focus and competitiveness». In: Stephens K.S. Six Sigma and Related Studies in the Quality Disciplines. ASQ Quality Press, Milwaukee, WI.

47. Weick K.E. (1995). «Definition of theory». In: Nicholson N. Blackwell Encyclopedic Dictionary of Organizational Behaviour. Oxford: Blackwell.

Лилджа Йохан

Сотрудник кафедры инжиниринга, физики и математики Средней Швеции.

Виклунд Хэкэн

Сотрудник кафедры инжиниринга, физики и математики Университета Средней Швеции.

Эстерзунд, Швеция