What is the Kano Model?

It's commonly believed that customers don't really know what they want; they have to be told.

What Kano means?

Kano is a boy's name of Japanese origin. It translates to “one's masculine power” and “capability”, perhaps reminding baby that no matter the challenges they face, they can overcome them by remembering their essential inner power and ability to use it. As well as Japanese roots, Kano also has African origins.

What are Kano's five quality types?

The Kano Model incorporates five categories: basic, performance/satisfiers, excitement/delighters, indifferent attributes, reverse attributes.

Why Kano analysis is important?

The Kano Model is an analysis tool to explore and measure customer needs. It's a way to identify the basic needs of customers, as well as performance and excitement requirements. This model is based on the view that functionality is not the only measure of how 'good' a product.

How many types of quality are there in the Kano diagram?

What Are the Elements of the Kano Model? The model assigns three types of attributes (or properties) to products and services: Threshold Attributes, Performance Attributes, and Excitement Attributes. By assigning a product or service to an attribute, you'll be able to determine its impact on customer satisfaction.

What is the example of attractive quality?

Attractive quality: This refers to a trait that a product might possess that will be a bit of a bonus, or pleasant surprise for the customer, but wouldn't change the customer's satisfaction level if it wasn't included. A simple example of this might be a thermostat included in a whole turkey package.

What is a Delighter Six Sigma?

Delighter Requirements are “attracters”. Their presence in a product/process is unexpected and fulfill the latent needs of a customer. They lead to great satisfaction if found present.

What is reverse in Kano analysis?

These are the high level of achievement that results to dissatisfaction and the different nature of customers. Customers have a reverse effect on customer satisfaction. A case example is whereby some customers like high technology products while others like basic products and tend to be dissatisfied with complex products. 

Kano model examples: Reverse requirements:

• A restaurant so crowded that it generates huge queues, may be good for the owner, but displeasing to customers.
• In a similar way, the smaller the internal space, the lower the satisfaction of vehicle owners.
• The fewer options and variety on the menu of an airline, the lower the satisfaction of its customers.

What is the Kano Model in Six Sigma?

The Kano model is a way of analyzing customer requirements by diagramming user's wants across 2 axis; The vertical axis indicates satisfaction with your output. The top of the vertical axis represents high satisfaction, and the bottom of the vertical axis represents very low user satisfaction.

What are the 3 levels of customer requirements?

Ultimately, all customer needs can be categorized into three main types: functional, social, and emotional needs

What are the 4 main customer needs?

There are 4 main customer needs that an entrepreneur or small business must consider. These are price, quality, choice and convenience.

What is One-dimensional Quality?

A quality element that is nice to have but can lead to dissatisfaction if not present. This applies, for example, to how easily users can use a product. In fact, if the software works properly and is easy to use, user satisfaction will increase. However, even if there are no problems, once the design and usability are not good, and the UX (user experience) and UI (user interface) are inferior, user dissatisfaction will surely increase as a result.

Other examples:

• A packet of milk containing 10 percent more milk sold at a similar price. This enhances customer satisfaction. On the other hand, the customer will feel cheated and dissatisfied if the milk contains only 6% but at a similar price.
• Gasoline consumption of a car: lower consumption leads to higher customer satisfaction.