Beruflich Dokumente
Kultur Dokumente
Baranidharan
Present by
T OTAL Q UALITY
TQM M ANAGEMENT
17 August 2013
KANO MODEL
Presented by
Dr.K.Baranidharan
KANO MODEL
KANOS MODEL
If the requirement is absent it does not cause dissatisfaction, but it will delight clients if present "camera options"
Satisfaction
EXCITERS
MORE IS BETTER The more requirements are met the more one is satisfied Service Fully Functions
Service Dysfunctions
Must Be
Dissatisfaction
Less satisfied when the product or service is less functional, but cannot increase satisfaction substantially if operational - "up-time"
Model Diagram
Basic Features(needs)
These are attributes, without which a product would simply be unacceptable. The customer takes them as prerequisites and may not even mention them, though they are essential. Failure to provide them causes great dissatisfaction; however, putting effort into enhancing basic features leads to no extra customer satisfaction and may add unnecessary cost and complexity to the product.
Performance Features
These are features that provide a real benefit to the customer, and the more highly implemented they are, the more satisfied the customer will be. An example is the fuel economy in a car - the more efficient the better. Lower price is usually another.
Excitement features
These give the customer unexpected value and may be attractive out of all proportion to the objective benefits they give. The problem is that traditional market research (surveys and focus groups) is unlikely to identify the requirements for excitement features.
Product LG Refrigerators
DELIGHT
MORE STORAGE SPACE IN DOOR
METALLIC COLOURS
COLOURS
DELIGHT
TELEVISION RADIO 750 Liters GREEN IRON DOOR COOLING MICOM PANEL GLASS DOOR/ AUTO. CLOSING DOOR FREE MICROWAVE
FREE JUICER
DELIGHT
TV WITH INTERNET INBUILT MICROWAVE 1000 Liters INBUILT AC Internal Energy Regeneration FULLY TRANSPARENT BODY FREE DTH
750 Liters GREEN IRON DOOR COOLING MICOM PANEL GLASS DOOR FREE MICROWAVE
Dr.K.Baranidharan
THANK YOU
Thank You