Customer Sensitivity Test

若能得知客戶或使用者查知某感官品質(Sensory Quality)之門檻水準(threshold level), 將有助於吾人對此產品感官品質的定義。

例如食物中的某昂貴食材, 究竟要達到何種比例才能讓顧客察覺到此食材? 又如產品的表面缺陷達到何種程度會使顧客產生負面的反應? 這些都是感官品質門檻有力的例子, 而客戶敏感度測試(Customer Sensitivity Test )的目的, 就是在找出此品質門檻。

在測試中, 需要許多品質水準呈現漸次變化的樣本, 這些樣本先交由系統內的檢驗人員檢驗並記錄之, 隨後這些樣本又交由顧客小組判定並記錄之。

根據客戶敏感度測試, 對於那些客戶不在意的品質特性, 可以訂定較為寬鬆的標準, 反之對於客戶較為在意的品質特性, 則可根據該品質特性之門檻水準訂定允收標準。

參考資料:

1. Juran’s Quality Handbook 5E, p. 23.25~23.26

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