ipdd kano model
TRANSCRIPT
By :Prasad S. Mahajan (143655)
M-Tech Ist YearNIT Warangal
What is Kano model Feature classification Two Complications How does the Kano model work? Example: Mobile phone Summery
Contents:
Noriaki Kano developed a model to illustrate how customers perceive quality
Classifies product attributes or features based on how they are perceived by customers and their effect on customer satisfaction
Useful for guiding design decisions in that they indicate when good is good enough, and when more is better.
Kano model
Gives a graph of level of achievement compared to the level of customer satisfaction
Product features are divided into three distinct categories◦Must Be◦Attractive◦One Dimensional◦Indifferent◦Reverse
Kano model
Are unspoken Taken for granted by
customers Its absence is also not
tolerable The customer will remain
neutral towards the product even with improved execution of these aspects
Must be/Basic Feature
One dimensional attribute Directly proportional to customer
satisfaction Increased functionality will result
in increased customer satisfaction Product price is often related to
these attributes
Performance feature
Exciter or delighter attributes Great satisfaction Customers willing to pay a price
premium Satisfaction not affected by lack
of these feature Differentiates the product from
competition
Attractive feature
Customer simply doesn’t care about
Features that the manufacturer founds value in, but not the customer
No satisfaction, No dissatisfaction
Indifferent feature
Opposite of the One Dimensional category Cause dissatisfaction if present Varies with region, age, sex, etc.
Reverse Feature
Select a representative panel of users (20…30)
Pass them a questionnaire Analyze the responses and make the right
decisions
HOW DOES THE KANO MODEL WORK ?
Functional question : “How would you feel if the product had feature X ?”◦ I like it◦ I expect it◦ I’m neutral◦ I live with it◦ I dislike it
Dysfunctional question : “How would you feel if the product didn’t have feature X ?”◦ I like it◦ I expect it◦ I’m neutral◦ I live with it◦ I dislike it
HOW DOES THE KANO MODEL WORK ?
HOW DOES THE KANO MODEL WORK ?
The Two Complications
Impact of time
Inconsistent Customer
Expectations
Must Be: call feature, display, message, dial pad, speaker phone etc.
One Dimensional: camera, battery mAH, 3g 4g capability, screen size, music etc.
Attractive: water proof, drop resistant screen, metallic or gold finish body, high performance camera and display etc
Indifferent: internal structure, nuts Reverse: thick back cover, stylus
Example: Mobile Phone
The Kano Model is one of the more useful tools in the quality professional’s toolkit.
It provides a whole new way to consider what is important in an organization and how the organization can add value.
If adding value is important, then the Kano model will quickly become new best friend for company.
Summary
Engineering design, Gearge e. Dieter, Linda Schmidt
Applying the Kano Model to User Experience Design, Anthony Hand UPA Boston Mini-Conference May 2004
Ullman, David G., The Mechanical Design Process, McGraw-Hill, Inc., U.S.A., 1997 pp. 105-108 ISBN 0-07-065756-4
THE KANO MODEL: HOW TO DELIGHT YOUR CUSTOMERS, Elmar Sauerwein , Franz Bailom, Kurt Matzler, Hans H. Hinterhuber* Department of Management, University of Innsbruck
Kano model, From Wikipedia
The KANO model… so good for User Experience, About the Kano Model, www.kanomodel.com
Understanding Value using Dr. Kano’s Model : Converge Consulting Group Inc. Articles and News
www.converge-group.net
Referances :
Thank you