Thesis Type: Postgraduate
Institution Of The Thesis: Orta Doğu Teknik Üniversitesi, Faculty of Engineering, Department of Industrial Engineering, Turkey
Approval Date: 2008
Student: VUSLAT ÇABUK
Supervisor: GÜLSER KÖKSALAbstract:
In vehicles one of the most important components which affect comfort of the driver and the purchasing decision is the driver’s seat. In order to improve design of a driver seat in a leader company of automotive sector, a comprehensive analysis of customer expectations from the driver seat is performed with a cross functional team formed by representatives of design, marketing, production, quality and services departments. In this study, collection of customer voice data and development of an exceptional “customer satisfaction estimation model” using these data are presented. Data are modeled by the help of Logistic Regression. This model is able to estimate how much a given customer is likely to be satisfied with the driver seat at a certain confidence level. It is also explained how this model can be used to identify design improvement opportunities that help increase the probability that a customer likes the driver seat. The modeling and analysis approach used for the particular case is applicable in general to many other cases of product improvement or development.