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Kano Model Analysis Explained
- 1. Kano Model Analysis BY:- MOHD. AARIF KHAN APURV DESHMUKH LOKESH SAHANI RAHUL VED CHIRAGDEEP SINGH PIYUSH MALANI
- 2. Introducing the Concept – Invented by Dr. Noriaki Kano – Is a quality measurement tool used to prioritize customer needs based on how they impact customer satisfaction – Affect future purchasing decisions – Strategically guides design decisions
- 3. Defining the Concept 1. Must-be attributes •Also called threshold attributes •Represent basic musts or functions expected of a product/service •When present are neutral, when absent dissatisfy consumers
- 4. 2. Performance attributes •Also called ‘more is better’ attributes and one-dimensional attributes •Directly linked to voiced demands of customer relative to quality and their willingness to pay •Presence enhances satisfaction while absence reduces it •Linear relation to customer satisfaction the better you do the more they like it!
- 5. 3. Surprise and delight factors •Also called excitement factors and attractive attributes •Satisfies latent needs, •Their presence increases satisfaction, their absence does not decrease it •Source of differentiation
- 6. Basic Kano Graph Unanticipated • Excitement • Surprise • Delightful Specified • Required Unspoken • Desired • Normal Performance Basic Spoken • Essential • Taken for granted • Threshold Unspoken / Latent Customer Satisfaction
- 7. How Kano Analysis works? • Develop a questionnaire • Test the questionnaire • Administer the questionnaire to customers • Process the results • Analyze the results
- 9. Evaluating the Model • Benefits •Guides decisions in quality strategies by prioritizing customer needs •Is a useful tool for analyzing demand •Is customer focused •Quantifies satisfaction, making effective trade- offs easier
- 10. Evaluating the Model • Drawbacks •It can only be used for analyzing the effects and certainly not for suggesting new product features, something that is quite difficult to achieve. •Is based on more effective competition over quality.
- 11. REFRIGERATOR
- 12. PAST PRODUCT FEATURES ASSUMED EXPECTED DELIGHT SIZE -160 Liters SIZE - 220 Liters MORE STORAGE SPACE IN DOOR COLOURS ATTRACTIVE METALLIC COLOURS COLOURS COOLING QUICK COOLING CONDENSER (INSIDE) KEEP FRUITS & MULTI -UTILITY WATER DISPENSER VEGITABLES FRESH SHELF FROST FREE RETAIN NUTRITIVE CONTENTS OF FOOD
- 13. PRESENT PRODUCT FEATURES ASSUMED EXPECTED DELIGHT QUICK COOLING MORE STORAGE TELEVISION SPACE IN THE DOOR METALLIC COLOURS UNIFORM COOLING RADIO (DOOR COOLING) 220 Liters 500 Liters 750 Liters CONDENSER RETAIN NUTRITIVE GREEN IRON DOOR (INSIDE) CONTENTS OF FOOD COOLING MULTI – UTILITY FROST FREE MICOM PANEL SHELF KEEP FRUITS FRESH WATER DISPENSER GLASS DOOR/ AUTO. & HEALTHY CLOSING DOOR FREE RECIEPE BOOK FREE JUICER FREE MICROWAVE
- 14. FUTURE PRODUCT FEATURES ASSUMED EXPECTED DELIGHT MORE STORAGE TELEVISION TV WITH INTERNET SPACE IN THE DOOR UNIFORM COOLING RADIO INBUILT MICROWAVE (DOOR COOLING) 500 Liters 750 Liters 1000 Liters RETAIN NUTRITIVE GREEN IRON DOOR INBUILT AC CONTENTS OF FOOD COOLING MULTI – UTILITY MICOM PANEL WORK ON SOLAR SHELF ENERGY WATER DISPENSER GLASS DOOR FULLY TRANSPARENT BODY FREE JUICER FREE MICROWAVE FREE LAPTOP