Using modified IPA to define quality improvement strategies: A study of air-conditioning industry in Taiwan

作     者：Ho, Li-Hsing Chang, Pi-Yun Yen, Tieh-Min 

作者机构：Department of Technology Management Chung-Hua University HsinChu Taiwan PhD Program of Technology Management Chung-Hua University HsinChu Taiwan Department of Finance Chihlee Institute of Technology New Taipei City Taiwan 

出 版 物：《TQM Journal》 (TQM J.)

年 卷 期：2016年第28卷第2期

页      面：180-194页

核心收录：

学科分类：12[管理学] 0202[经济学-应用经济学] 1202[管理学-工商管理] 1201[管理学-管理科学与工程(可授管理学、工学学位)] 08[工学] 081404[工学-供热、供燃气、通风及空调工程] 0714[理学-统计学（可授理学、经济学学位）] 0814[工学-土木工程] 0701[理学-数学] 

主　　题：Air conditioning 

摘      要：Purpose - The purpose of this paper is to propose a modified Importance-Performance Analysis (IPA) model and calculates the performance of quality characteristic for the purpose of defining quality improvement strategy. Design/methodology/approach - This study developed modified IPA by introducing the Mahalanobis Distance and multiple regression analysis to evaluate the performance gap and implicit importance of quality characteristics. This paper used a large air-conditioning manufacturer in Taiwan as the case analysis and study targets. It discussed and validated the modified IPA analytical results by studying case history and market analysis. Findings - Through the case study, the quality characteristics of air-conditioning product and service needed to be improved immediately are Green product (Q3) and Repair service (Q10), and the Price (Q11) and Serviceability (Q2) could be kept or enhanced to win the market competitive advantages. Originality/value - This study developed a modified IPA to help organization identifying key quality characteristics of product and service, and choosing its improvement strategies to win the market competitive advantages effectively. © 2016 Emerald Group Publishing Limited.