Fundamentals developed in the 1980s by Professor

Fundamentals
and Principles of Quality Assurance

Project-I

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KANO ANALYSIS

The “KANO model”
is a theory which deals with the product development and customer satisfaction
which was developed in the 1980s by Professor Noriaki Kano.

 

 

      
I.           
When to use

The Kano model can be used for the
following mentioned categories:

Ø  Project development related to Lean six
sigma and Design of six sigma.

Ø  Determining the Market strategies.

Ø  New Product Development.

 

    
II.           
Result of the process

Ø  Kano model helps in identifying ways
to improve customer satisfaction.

Ø  It is intended to help prioritize customer needs.

Ø  It takes care of the ever changing demands of the
customer.

 

  III.           
Duration of the process

The Kano Analysis deals mostly with the ever changing demands
of the customers, so the time duration can vary accordingly. But generally it
can take    around 3 hours to do the analysis.

 

  IV.           
Number of participants

The analysis requires a group of Quality Professional’s which
have an experience related to Kano model analysis. It generally requires a team
of 10 members.

 

   
V.           
Materials

Kano model procedure chart, Kano graph model, data from a
case study.

 

  VI.           
Procedure

The below mentioned diagram represents detailed procedure of
the Kano Analysis:

 

 

VII.           
Example

 

Kano survey
for the customers visiting Shanghai Disneyland 
:

 

Requirement
Survey

a.     
If the Disneyland
doesn’t have food facilities, how would you feel?

a)     
I like it the
way it is.
b)     
It is at least
expected to have some of them.
c)     
I dislike it
but can accept it.
d)   
I am neutral.

b.     
If the
Disneyland doesn’t have resting area in each attraction, how would u feel?

1.     
 I like it the way it is.
2.     
I expect to
have some of them in the Disneyland.
3.     
I am neutral.
4.    
I dislike it
but can accept it.

c.      
If the
Disneyland provides shuttle between some areas and Disneyland , how would you
feel?

1.     
I like it the
way it is.
2.     
I expect to
have some of them in the Disneyland.
3.     
I am neutral.
4.    
I dislike it
but can accept it.

 

 

VIII.           
Key points

 

Ø  To identify the voice of the
customer.

Ø  Evaluate current performance.

Ø  Translate voice of the customers into
three categories of Critical to  Quality
Characteristics (CTQs)

·        
Dissatisfier
-Must be’s -Cost of Entry.

·        
Satisfier-
More is better- Competetive.

·        
Delighter-Latent
need- Differentiator.

 

 

  IX.           
Additional Comments

   The Kano model is
categorized into following types:

Ø  Must be Quality.

Ø  One Dimensional Quality.

Ø  Attractive Quality.

Ø  Indifferent Quality.

Ø  Reverse Quality.

 

 

 

   
X.           
Other Information

             Kano
model  for customer needs:

References:

“Kano Model Analysis of Customer Needs and Satisfaction at the Shanghai
Disneyland” Pan Qiting, Nobuhiro Uno, Yoshiaki Kubota.