Kano Model
Description: The Kano Model is used to visually model the customer provided characteristics versus the level of satisifaction each characteristic delivers. It is used after gathering the Voice of the Customer (VOC) phase. It is often used in A DFSS project and works with Quality Functional Deployment (QFD). Objective: Gather all the customer to deliver the most satisfying product, process, or service. It is a graphical model that shows the relationship between each characteristic to the level of customer satisfaction. It is used to organize and prioritize activities to design and/or improve.
The x-axis ranges from the a product, process, or service that has failed or has broken completely. The y-axis ranges from a completely unsatifisied feeling to the most satisfied customer feeling. To find out which characteristics deliver on which level of satisfaction it is necessary to develop a questionnaire, interview, use focus groups, conduct reasearch or otherwise find the customer stated specific characteristic and its expected level of satisfaction. Then each point is plotted on the chart using a scale that is up to the team to develop (should be linear). Each Kano Model should be kept and saved with a specific date and notes regarding each decision making process. Customer demands and expectations change over time resulting in new models and revisions. The idea is to develop a perfect product, process, or service that delivers optimal customer satisfaction and keeps them coming back. Example of the dynamics of potential customer needs: A house built in 1940: Dissatisfying: poor sanitation control, broken windows, leaking roof Mandatory Characteristic: roof, foundation, windows, fireplace One-dimensional: Insulation, code construction, outlets, shower, lights, running water, septic/sewer Delighters: Air conditioning, dishwasher, garbage disposal, garage, washer, dryer, smoke alarms, ground wires.
A house built in 2011: Dissatisfying: squeaky floors, infestation, broken windows, leaking roof, poor sanitation controls. Mandatory Characteristics: roof, foundation, windows, lights, insulation, code construction, toilet, shower, running water, sewer/septic, ground wires, GFCI outlets. One-dimensional: garbage disposal, dishwasher, garage, washer, dryer Delighters: Stainless steel appliances, energy efficient HVAC, alarm, pool, wine cellar, granite countertops, brick pavers, landscape lighting, deck, central vacuum, wireless home controls.
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