TABLE OF CONTENTS
CHAPTER TITLE PAGE
DECLARATION ii
DEDICATION iii
ACKNOWLEDGEMENTS iv
ABSTRACT v
ABSTRAK vi
TABLE OF CONTENTS vii
LIST OF TABLES xii
LIST OF FIGURES xiv
LIST OF ABBREVIATIONS xvi
LIST OF SYMBOLS xvii
LIST OF APPENDICES xviii
1 INTRODUCTION 1 1.1 Background 1
1.2 Problem Statements 4 1.3 The Research Objectives 7 1.4 The Research Area 8 1.5 Structure of the Thesis 8
1.6 Conclusion 8
2 LITERATURE REVIEW 10
2.1 Introduction 10
2.2 Internet Technology and Its Implication 10
2.2.1 The Payphone Industry 12
2.2.2 Internet Growth in Asia and Malaysia 14
2.3 Existing Kiosk Design in the Market 16
2.4 Kiosks Patent 20
2.4.1 US Patent D378, 082 20
2.4.2 US Patent D408,458 20
2.4.3 US Patent D378,534 21 2.4.4 US Patent D452,712 21
2.5 Design Tools and Methodologies 22 2.5.1 Quality Function Deployment (QFD) 22 2.5.1.1 Benefits and Drawbacks of QFD 23 2.5.2 The Taguchi Method 24 2.5.3 Failure Mode Effects Analysis (FMEA) 24
2.5.4 Pugh Concept Selection 25
2.6 Critical Evaluation of the Tool and Methodology 25
2.7 Ergonomics Design 27 2.7.1 Definition of Ergonomics 27 2.7.2 Ergonomics Kiosks 28 2.7.3 Essential Dimension in Kiosk Design 28
2.8 Anthropometric 29
2.9 Conclusion 30
3 RESEARCH METHODOLOGY 31 3.1 Introduction 31 3.2 Research Methodology 31
3.3 Decide the Customer 35
3.3.1 Brainstorming 35
3.4 Determine the Voices of Customers 36
3.4.1 Interviews 37
3.4.2 Questionnaires Survey 38
3.4.3 Brainstorming 40
3.4.5 Voice of Customer part one (1) (VOC p1) 43
3.5 Construct Customer Needs Section 44
3.6 Construct Planning Matrix and Analyze its Result 44
3.7 Importance to the Customer 45
3.8 Customer Satisfaction Performance 46
3.9 Goal 47
3.10 Improvement Ratio 47
3.11 Sales point 48
3.12 Raw Weight 48
3.12.1 Normalized Raw Weight 49
3.12.2 Cumulative Normalized Raw Weight 49
3.13 Generate Substitute Quality Characteristics and Analyze Results 50
3.14 Determine Relationship and Analyze Results 50
3.15 Determine Technical Correlation 51
3.16 Determine Performance Benchmarking 52
3.17 Set Target and Results 52
3.18 Tools 53
3.18.1 Affinity Diagram in Identifying Customer 53
3.18.2 Affinity Diagram in Analyzing Customer Data 53
3.18.3 Tree Diagram 54
3.19 Application of Anthropometric Data 55
3.19.1 Demographics of Malaysia 55 3.20 Ergonomics 56 3.20.1 Keyboard Reach 57 3.20.2 Handset Reach 58
3.20.3 Collecting Anthropometrics Data of Human Heights 60
3.20.3.1 Subjects 60
3.20.3.2 Apparatus 61
3.20.3.3 Procedure 61
3.21 Conclusion 64
4 RESULTS AND ANALYSES 65
4.1 Introduction 65
4.2 Customers Identification 65
4.3 Voice of Customer part one (1) (VOC p1) 66 4.3.1 Results of Interviews (Customers’ Response) 66
4.3.2 Results on Customers’ Responses 67
4.4 Analysis of Customer Data 72
4.5 Tree Diagram 73
4.6 Customer Needs Section 74
4.7 Construct Planning Matrix 75 4.7.1 Customer Satisfaction Performance (Importance to the Customer) 75
4.7.2 Goal 80 4.7.3 Improvement Ratio 80 4.7.4 Sales Point 80
4.7.5 Raw Weight 82 4.7.6 Normalized Raw Weight 82
4.5.7 Cumulative Normalized Raw Weight 83 4.8 Substitute Quality Characteristics (SQCs) 83 4.9 Relationship 85
4.10 Technical Correlation 88
4.11 Performance Benchmarking 89
4.12 Set Targets and Results 88
4.13 House of Quality 92
4.14 Application of Anthropometric Data to Obtain Data 95
4.14.1 Height Measurement of Human 95
4.15 Conclusion 97
5 DEVELOPMENT AND VALIDATION OF DESIGN 99
5.1 Introduction 99
5.2 Design Criteria of MiTeK 99
5.2.1 Criteria 1: MiTeK Design 100
5.2.1.1 Interface 101
5.2.3 Criteria 3: Product Appearance 107
5.2.4 Criteria 4: Endurance Material 107
5.2.5 Criteria 5: Easy to Use 108
5.2.6 Criteria 6: Waterproof Material 108
5.2.7 Criteria 7: Attractive Image 108
5.3 Design Criteria Conclusion 109
5.4 Concept Design 109
5.4.1 Design and Development (Virtual)of MiTeK Proposals 111 5.4.1.1 Concept Design 1 111
5.4.1.2 Concept Design 2 112
5.4.1.3 Concept Design 3 113
5.5 Summary of Concept Design Proposals 114
5.5.1 Selection of Proposed Ideations 115
5.6 The Function and used of MiTeKKiosk 119
5.7 Validations 119
5.7.1 House of Quality (HOQ) Results 119
5.7.2 Height Validation 122
5.7.3 Product Validation 124
5.8 Conclusions 124
6 CONCLUSIONS AND SUGGESTION FOR FUTURE WORK 125 6.1 Introduction 125
6.2 Discussions of Achievements’ 126
6.3 Critical Appraisal 126
6.4 Recommendation for Future Works 126
6.4.1 Kiosk Value Added Services 127
6.4.1.1 The Virtual Police Station Kiosk 127
6.4.1.2 MiTeK (kiosk) with Automated Tailor Machine (ATM) 127
6.4.1.3 MiTeK with Top up Credit Service 127
6.4.1.4 MiTeK as an Environmental Friendly Product 128
6.4.2 Scope of Study 128 6.4.2.1 QFD in Part Deployment, Process Planning
And Production Planning 128 6.4.2.2 QFD using Dedicated Software 128
6.5 Conclusion of Research 129
REFERENCES 131
BIBLIOGRPHIES 134
LIST OF TABLES
TABLE NO. TITLE PAGE
1.1 The Cost of Public Telephone Crimes 6
3.1 Prescribed Constant values of the Interviewees 38
3.2 Statistical Results of Interviews Conducted and Users Responses 39
3.3 Observations on the user’s behaviors’ 42
3.4 Sample of Planning Matrix Table 45
3.5 Five (5) Grades of Satisfaction Level 46
3.6 Three (3) Common Values of Sales Point 48
3.7 Types of Impact and its Symbol and Numerical Equivalents 51
3.8 Type of Impact and its Symbol (Cohen, 1995) 51
3.9 Five (5) Types of Performance Grade 52
3.10 Identified Subjects Properties in Human Measurement Activity 61
4.1 Statistical Results of Interviews Conducted and Users Responses 67
4.2 The Results and Resources of the Customers’ Responses 68
4.3 Voice of Customer part one (1) (VOCp1) 71
4.4 Tree Diagram 73
4.5 Customer Needs Section 74
4.6 Customer Satisfaction Performance 76
4.7 Customer Satisfaction Performance Average Calculations 78
4.8 Product Planning Matrix 1 79
4.9 Three (3) Common Values of Sales Point 81
4.10 Voice of Customer part two (2) (VOCp2) 84
4.11 List of MiTeK Substitute Quality Characteristic (SQSs) 85
4.12 Relationship Section 86
4.13 Priority Calculation 87
4.14 Technical Correlation 88 4.15 Five (5) Types of Performance Grade 90 4.16 Performance Benchmarking 90
4.17 House of Quality for MiTeK 94
4.18 Standing Measurements of Males and Females 96
5.1 Design Summary Table 110
5.2 MiTeK Selection Matrix 117
5.3 Validation Results 121
5.4 Comparison of Average Adult Height of Several Countries 123
LIST OF FIGURES
FIGURES NO. TITLE PAGE
2.1 Payphone Operators in Malaysia and Numbers of Payphones
Offered 13
2.2 Internet Usage Statistics (Internet World Stats, 2007) 15
2.3 Existing Kiosks Design 18
3.1 Methodology Flowchart 33
3.2 Result Methodology Flowchart 34
3.3 Complaints and Request Chart of Services Provided to Customers 41
3.4 Formula on Relative Importance 46
3.5 Formula on Weighted Average Performance 47
3.6 Formula on Improvement Ratio 48
3.7 Formula on Raw Weight 49
3.8 Formula on Normalized Raw Weight 49
3.9 Demographics of Malaysia 56
3.10 Reach Zones-Place frequently used Decides within Comfortable Reach 58
3.11 ITU-T Preferred Handset Profile Dimensions 59
3.12 Variations in Size and Shape of US adults 60
3.13 Measuring Males’ Height (Case A) 62
3.14 Measuring Males’ Height (Case B) 62
3.15 Measuring Females’ Height (View A) 63
3.16 Measuring Females’ Height (View B) 63
4.1 The’Affinity Diagram’ of All Possible Users 66 xv
4.2 The’Affinity Diagram’ of All Customer Needs 72
4.3 The Roof of the ‘House of Quality’ 89
4.4 Results of ‘Performance Benchmark’ and ‘Target’ 91
4.5 Statistical Graph of Malaysian Height 97
5.1 QWERTY Type Industrial Keyboard 102
5.2 15” Screen Thin Film Transistor (TFT) 103
5.3 K-Type Industrial Payphone Engineering Drawing 104
5.4 Three (3) by four (4) Industrial Keypad Engineering Drawing 105
5.5 LCD Screen 106
5.6 MiTeK Concept Design 1 111
5.7 MiTeK Concept Design 2 112
5.8 MiTeK Concept Design 3 113
5.9 Proposals of MiTeK Concept Designs 114
5.10 Selected MiTeK Concep Design 118
5.11 The Experts’ Identities 120
LIST OF SYMBOLS
AS$ - Australia Dollar
£ - Pound Sterling (British Pound)
¥ - Yen
US$ - United States Dollar
RM - Ringgit Malaysia
mm - millimeter
LISTS OF ABBREVIATION
3D 3 Dimensional
ADSL Asymmetric Digital Subscriber Line
BT British Telecom
CAD Computer Aided Design
DOE Design of Experiment
FMEA Failure Mode Effects Analysis
HOQ House of Quality
ICT Information, Communication and Technology
ID Industrial Design
IT Information Technology
ITU-T International Telecommunication Union
KDD Kokusai Denshin Denwa Corporation
LAN Local Area Connection
LCD Liquid Crystal Display
MiTeK Multimedia Integrated Telephone Kiosk
MMS Multimedia Messaging Services
NTT Nippon Telegraph and Telephone
PC Personal Computer
HOQ House of Quality
FMEA Failure Mode Effects Analysis
DOE Design of Experiments
PDA Personal Digital Assistant
ADSL Asymmetric Digital Subscriber Line
KDD Kokusai Denshi Denwa
ICL International Computer Limited
MMS Multimedia Messaging Service
BT British Telecom
NTT Nippon telegraph and telephone
PDPC Process Decision Program Chart
QFD Quality Function Deployment
SMS Short Messaging Services
SQC Substitute Quality Characteristics
TFT Thin Film Transistor
VOC Voice of Customer
WI-FI Wireless Fidelity
Wireless LAN Wireless Local Area Connection
LIST OF TERMINOLOGIES
Affinity Diagram (KJ Method) -
Interrelation Diagram -
Tree Diagram -
Matrix Diagram -
Planning Matrix - Planning Matrix illustrates customer perceptions
observed in market surveys. Includes relative
importance of customer requirements, company and competitor performance in meeting the requirement.
Performance Benchmarking -
Set Target -
The interrelation diagram shows cause-and-effect relationships between different aspects of a complex situation in order to find an appropriate solution.
Affinity Diagram is a tool that gathers large amounts of language data (ideas, opinions, issues) and organizes them into groupings based on their natural relationships.
Tree diagram breaks down broad categories into finer and finer levels of detail, helping move thinking step by step from generalities to specifics.
Matrix Diagram method clarifies problematic spots through multidimensional thinking.
Performance benchmarking was defined as performance measures
Target is the goal for the Substitute Quality Characteristics
LIST OF APPENDICES
APPENDIX TITLE PAGE
A Summary of Patented Kiosks 137
B Registered US Patent D379,082 : Freestanding Interactive
Computerized Information System 138
C Registered US Patent D408, 458 : Kiosk 139
D Registered US Patent D378,534: Information Terminal 140
E Registered US Patent D410,004: Multimedia Payphone
Casing 141
F Concepts of Functional Reach Arc and Equidistant Visual Arc
for a Stand Console 142
G The Dimension of Four Essential Dimensions 143
H The Angle of Visual Displays (Lines of sight)
(Wagner et. al. 1996) 144
I Structured Interview Questions 145
J1 Questionnaires 146
J2 Questionnaires 147
J3 Questionnaires 148
J4 Questionnaires 149
K1 Sample of Respondent’s Questionnaires Feedback 150
K2 Sample of Respondent’s Questionnaires Feedback 151
K3 Sample of Respondent’s Questionnaires Feedback 152
K4 Sample of Respondent’s Questionnaires Feedback 153
L Observations Indoor Environment: KLIA 154
M Observations User Behaviors: KLIA 155
N Observations Indoor Environments: KL Sentral 156
O Observations Indoor Environment: Office Reception Area
P Observations Outdoor Environment: Residential and Town 157
Area 158
Q Summary of Data collection for Voice of Customers (VOC) 159
R Quantitative Data Survey on Relative Importance of
Customer Needs 161
S Apparatus for Measurement 162
T House of Quality (HOQ) Template 163
U Customer Satisfaction Performance Form 164
V Validation Survey Form 165
W MiTeK full scale wireframe drawing (study) 166
X MiTeK Under Fabrication 167
