產品乃介於企業與使用者之間的媒介，企業透過產品傳遞企業精神，而使用者透過對於產品的滿意度來表達對產品的感受，兩者之間存在怎樣的認知差距以及其影響因素乃本研究主要探討的主題，透過文獻探討，以了解企業、產品與使用者三者之間互相影響的關係。本研究主要根據Carlile & Christensen(2005)提出理論(Theory)的建構方法，分別得到架構(construct)，框架(framework)與模式(model)，透過此三階段發展建構一產品品質創新模式。由於目前工業設計領域並沒有類似服務領域所提出的PZB服務品質模式，加上現今工業設計領域的範圍擴張，不僅局限於產品設計，而是包含了企業策略等層面，工業設計逐漸成為與企業策略密不可分的一關鍵因素，因此本研究以工業設計的角度出發，建立一產品品質創新模式，幫助企業與設計師在設計活動模糊前端可以參考本模式作為概念的篩選，本品質模式所列出的落差點同時也是產品發展的機會點，企業與設計師可以從本模式去檢視現有產品可能與使用者認知的差距，做為改良產品的機會點，本模式可以幫助企業檢視目前產品是否符合使用者需求與期望，進而改良產品，獲得更貼近使用者需求的產品，而使用者的滿意度可以因此提升增加企業的利潤，達到企業利潤提昇以及使用者滿意度提昇雙贏的結果。

　The product is the medium among enterprise and users. Enterprise communicates the spirit of them through product to users, and users evince the satisfaction of product to express the feeling of product. The theme of this thesis is to explore that if there are cognitive gaps among enterprise and users. The author through literature review to interpret the relation among enterprise, product and users. The methodology of this project is according to the theory construction methods proposed by Carlile & Christensen (2005). With the steps, we can obtain construct, framework and model. Through this three-stage to develop the product quality innovation model of industrial design. In the industrial design, there is no quality model like PZB service quality model of service field. As a result of the range of industrial design is extending, industrial design not only includes product design, but also contains enterprise strategy. Industrial design becomes the key factor of enterprise strategy. Therefore, this thesis establishs a product quality innovation model with the perspective of industrial design, and helps enterprise and designers in the fuzzy front-end of design activities to reference. The gaps which addressed by the model are also the opportunities of products development. The enterprise and designers can check the gaps between users to improve the existing products. This model can help check existing products if these products can satisfy the needs and expectancy of users or not, and enterprise can get the point of opportunity to improve products to get products closer to user’s demand. The profit of enterprise will grow and users' satisfaction will promote to achieve the win-win outcome.

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網站資料

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Industrial Designers Society of America ,IDSA
http://www.idsa.org/
[2] 國際工業設計協會聯合會
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http://www.icsid.org/about/about/articles31.htm
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http://www.dexigner.com/
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Eleven lessons: managing design in eleven global brands
http://www.designcouncil.org.uk/About-Design/managingdesign/Eleven-lessons/
[5] 科技產業資訊室
http://iknow.stpi.org.tw/