Reference tool for perceived quality - within the Sony Ericsson Product Business Unit Accessories Organization
(2007)Packaging Logistics
- Abstract
- Title Reference tool for perceived quality ? within the Sony Ericsson Product Business Unit Accessories Organization.
Author Jakob Frey-Skött
Supervisors Annika Olsson, Department of Design Sciences, Division of Packaging
Logistics, Lund Institute of Technology, Lund University.
Gunilla Wejfeldt, Head of Quality Assurance, Sony Ericsson Product
Business Unit Accessories Organization.
Problem ? what perceived quality requirements do the consumers using Setting Sony Ericsson Bluetooth TM accessories have on the equipment?
? How can these requirements be implemented and validated in an easy way so that a common understanding for user needs and perceived quality can be achieved?
Objective To find and define the perceived quality... (More) - Title Reference tool for perceived quality ? within the Sony Ericsson Product Business Unit Accessories Organization.
Author Jakob Frey-Skött
Supervisors Annika Olsson, Department of Design Sciences, Division of Packaging
Logistics, Lund Institute of Technology, Lund University.
Gunilla Wejfeldt, Head of Quality Assurance, Sony Ericsson Product
Business Unit Accessories Organization.
Problem ? what perceived quality requirements do the consumers using Setting Sony Ericsson Bluetooth TM accessories have on the equipment?
? How can these requirements be implemented and validated in an easy way so that a common understanding for user needs and perceived quality can be achieved?
Objective To find and define the perceived quality requirements expressed by consumers using Sony Ericsson's Bluetooth TM headset accessories.
To define a tool and supportive methods for a common understanding of the perceived quality requirements expressed by consumers using Sony Ericsson's Bluetooth TM accessories.
Method This master thesis was based on a descriptive case study together with focus groups and in-depth interviews. The focus groups and in-depth interview formed the qualitative base for the master thesis.
Conclusions Perceived quality can be defined as the consumer's judgment about a product's overall excellence, and perceived quality has been found to have a dominant role on consumer satisfaction. The focus groups and in-depth interviews showed that the following nine factors were suitable for describing the perceived quality of PBU accessories Bluetooth TM headsets used in this study:
? Design
Sound
? Wearability
? Chargeability
Functionality
Usability
Compatibility
Comfort and Ergonomics
Convenience
The quality factor ?Price? was defined in this study but was found to be more of a trigger for the expectation of overall quality of a product. A high price indicated expectations of high quality and vice versa. In that sense it is not a perceived quality factor in itself but rather an expectation of what quality level the product has.
This master thesis has also presented a methodology for how perceived quality factors can be elicited and implemented in a tool called Quality Reference Matrix. The Quality Reference Matrix is based on the perceived quality factors found in the qualitative study conducted in this master thesis. The Quality Reference Matrix has been developed by combining a concept screening matrix with the Kano theory of attractive quality. An open metric methodology has been used in the tool in order to be able to measure the target levels for the different perceived quality factors. The recommended methodology for eliciting perceived quality requirements and implement them in the Quality Reference Matrix, is built up of three steps:
Step1: Identify Quality Attributes.
Step2: Identify the quality attributes Kano characteristics
Step 3: Put together the different elements in the QRMand set the perceived quality target levels (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/1317059
- author
- Frey-Skött, Jakob
- supervisor
- organization
- year
- 2007
- type
- H2 - Master's Degree (Two Years)
- subject
- keywords
- Attractive quality,, concept development,, focus group,, in-depth interview,, Kano,, open metric, , perceived quality,, product development,, product quality,, quality requirements,, Sony Ericsson,, user needs,, Voice Of the Customer., Technological sciences, Teknik
- language
- English
- id
- 1317059
- date added to LUP
- 2008-05-30 00:00:00
- date last changed
- 2010-02-01 14:40:03
@misc{1317059,
abstract = {{Title Reference tool for perceived quality ? within the Sony Ericsson Product Business Unit Accessories Organization.
Author Jakob Frey-Skött
Supervisors Annika Olsson, Department of Design Sciences, Division of Packaging
Logistics, Lund Institute of Technology, Lund University.
Gunilla Wejfeldt, Head of Quality Assurance, Sony Ericsson Product
Business Unit Accessories Organization.
Problem ? what perceived quality requirements do the consumers using Setting Sony Ericsson Bluetooth TM accessories have on the equipment?
? How can these requirements be implemented and validated in an easy way so that a common understanding for user needs and perceived quality can be achieved?
Objective To find and define the perceived quality requirements expressed by consumers using Sony Ericsson's Bluetooth TM headset accessories.
To define a tool and supportive methods for a common understanding of the perceived quality requirements expressed by consumers using Sony Ericsson's Bluetooth TM accessories.
Method This master thesis was based on a descriptive case study together with focus groups and in-depth interviews. The focus groups and in-depth interview formed the qualitative base for the master thesis.
Conclusions Perceived quality can be defined as the consumer's judgment about a product's overall excellence, and perceived quality has been found to have a dominant role on consumer satisfaction. The focus groups and in-depth interviews showed that the following nine factors were suitable for describing the perceived quality of PBU accessories Bluetooth TM headsets used in this study:
? Design
Sound
? Wearability
? Chargeability
Functionality
Usability
Compatibility
Comfort and Ergonomics
Convenience
The quality factor ?Price? was defined in this study but was found to be more of a trigger for the expectation of overall quality of a product. A high price indicated expectations of high quality and vice versa. In that sense it is not a perceived quality factor in itself but rather an expectation of what quality level the product has.
This master thesis has also presented a methodology for how perceived quality factors can be elicited and implemented in a tool called Quality Reference Matrix. The Quality Reference Matrix is based on the perceived quality factors found in the qualitative study conducted in this master thesis. The Quality Reference Matrix has been developed by combining a concept screening matrix with the Kano theory of attractive quality. An open metric methodology has been used in the tool in order to be able to measure the target levels for the different perceived quality factors. The recommended methodology for eliciting perceived quality requirements and implement them in the Quality Reference Matrix, is built up of three steps:
Step1: Identify Quality Attributes.
Step2: Identify the quality attributes Kano characteristics
Step 3: Put together the different elements in the QRMand set the perceived quality target levels}},
author = {{Frey-Skött, Jakob}},
language = {{eng}},
note = {{Student Paper}},
title = {{Reference tool for perceived quality - within the Sony Ericsson Product Business Unit Accessories Organization}},
year = {{2007}},
}