kano model of needs
DESCRIPTION
A tool to relate customer satisfaction with organization performanceTRANSCRIPT
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Kano Model of Needs
ISYE650 Class PresentationSpring 2014
Akhil Yelisetti
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Introduction
• Noriaka Kano, a Japanese expert in customer satisfaction and quality management.
• A tool to predict customer/user satisfaction
• How does the Problem link to customer?
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Consider a case of buying a brush
?How do you decide which brand to buy?
?Are you keen about basic needs or pleased with extra nourishments?
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Categories• Classification of customer needs:– Must Be : Need must be fulfilled to avoid dissatisfaction.• Ex: Your new car comes with air conditioning
– More the Better: Higher the level of fulfillment higher is the level of satisfaction. Also known as One Dimensional requirements.• Ex: Fuel efficiency of a car
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Categories (cont.)– Delighter (Attractive requirements): This feature is
not expected by customers, but have the greatest influence on how satisfied a customer will be with a given product. Hence, it does not result in dissatisfaction if not present.• Ex: Receiving a new car with a 10 year free warranty‐
– Indifferent: Customer does not perceive this characteristic as a necessary, nor will this cause satisfaction if present.• Ex: Having car manual printed in foreign language
which he does not speak.
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Template
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Must Be’s Template
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One-Dimensional Template
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Delighters Template
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Graphical Representation
Figure 1: Kano’s model of customer satisfaction (Sauerwein et al., 1996)
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References
• Understanding the Kano Model - A Tool for Sophisticated Designers by JARED M. SPOOL
retrieved from user interface engineering; https://www.uie.com/articles/kano_model/
• THE KANO MODEL: HOW TO DELIGHT YOUR CUSTOMERS by Elmar Sauerwein, et al., Volume I of the IX. International Working Seminar on Production Economics, Innsbruck/Igls/Austria, February 19-23 1996, pp. 313 -327
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Queries
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