Maximizing customer satisfaction by optimal specification of engineering characteristics

Ronald Askin, Donald W. Dawson

Research output: Contribution to journalArticlepeer-review

2 Scopus citations


The House of Quality has been widely discussed as a mechanism for converting customer attributes into engineering characteristics to ensure the design quality of new products and processes. In the past, this process has been subjective and heuristic. In this paper, we present a mathematical programming model for determining the optimal settings for engineering characteristics based on value functions constructed to capture customer preferences. The model can be used with either traditional subjective measures of customer preference or incorporate empirical models based on quantitative data. The robustness of the optimal solution to randomness in parameter estimates is investigated. An example is used to demonstrate the procedure.

Original languageEnglish (US)
Pages (from-to)9-20
Number of pages12
JournalIIE Transactions (Institute of Industrial Engineers)
Issue number1
StatePublished - Jan 2000

ASJC Scopus subject areas

  • Industrial and Manufacturing Engineering


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