A Use of Subjective Clustering to Support Affinity Diagram Results in Customer Needs Analysis
Analysis of customer needs is a critical first step in successful product development. Customer needs analysis typically consists of interviewing potential customers to understand their needs, grouping similar needs to identify representative needs, and asking customers to evaluate relative importance of the representative needs. Using the importance data, customers may be grouped according to the priorities they place on representative needs. This article compares two approaches for identifying representative needs - affinity diagram (AD) and subjective clustering (SC) - and presents a use of SC to support grouping results obtained from AD. The application of both AD and SC in identifying representative needs is demonstrated using the customer need analysis of the next generation particle accelerator. © The Author(s), 20http://dx.doi.org/10.
S. Takai and K. Ishii, "A Use of Subjective Clustering to Support Affinity Diagram Results in Customer Needs Analysis," Concurrent Engineering Research and Applications, SAGE Publications, Jan 2010.
The definitive version is available at https://doi.org/10.1177/1063293X10372792
Mechanical and Aerospace Engineering
Keywords and Phrases
Affinity Diagram; Customer Needs; Importance Rating; Segmentation; Subjective Clustering
Article - Journal
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