Kano Analysis

A way towards better customer satisfaction

Prepared By-
MOHAMMAD SHAKIR UDDIN
Executive
Lean & IE Department
Z&Z

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 Introduction

OBJECTIVES Origins

Satisfaction vs Functionality

Four features

Process

Methodology

Questionnaire

Customer satisfaction coefficient

Application

Summary

Conclusion

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 INTRODUCTION
Battle of products
battle of perception
 How do we measure satisfaction ?
 How do we choose what to build in order to provide it ?
 How do we go beyond satisfaction into delight ?
Better understanding of
customer satisfaction

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KANO MODEL

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 Noraiki Kano
ORIGINS (1984) • Professor &
International
consultant
• Recipient of Deming
prize in 1997
• Customer satisfaction with our product’s features depends on the level of functionality that is provided(how
much or how well they’re implemented).
• Features can be classified into four categories.
• You can determine how customers feel about a feature through a questionnaire.

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SATISFACTION VS
FUNCTIONALITY

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SATISFACTION VS
FUNCTIONALITY

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FOUR FEATURE

• Performance
• Must-Be
• Attractive
• Indifferent

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9
HOW DOES
THE KANO Limited Time
MODEL WORK?
Limited Resources

Minimum feature

“WOW” feature

Performance enhancing feature

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KANO MODEL Walk in your customer’s shoes
METHODOLOG
Y
Construction of the kano questionnaire

Administering customer view through

survey

Analysis of the survey

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KANO QUESTIONNAIRE

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CUSTOMER
SATISFACTIO
N
COEFFICIENT

(A+O) / (A+O+M+I) -(O+M) / (A+O+M+I) (-1)

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APPLICATIONS

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SUMMARY OF KANO MODEL

01 02 03
Analyze and rank the Develop into categories Identify and implement
voice of the customer • Dissatisfier – Must BE's – strategy
data Cost of entry
• Satisfier – More is better –
Competitive
• Delighter – Latent need –
Differentiator

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CONCLUSION
SIMPLE & STRATEGIC ALLOCATION OF THE LIMITED SUPPORT IN
TOOL OPTIMAL BUDGET TO ENGINEERING
BETTER SERVE THEIR DESIGN
CUSTOMER

QUALITATIVE IN AN EFFECTIVE TOOL

NATURE TO UNDERSTAND VOC

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THANK
YOU

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QUESTIONS

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