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An excellent example of a quot;Delighterquot; from our recent family vacation in
Florida.
Kano Model of Quality
             SATISFACTION




                              FULLY
               NEUTRAL
   ABSENT
 ...
Kano Model of Quality
                      SATISFACTION


  ‘MUST HAVES’ are unlikely to make the customer happy
  at any...
Kano Model of Quality
                      SATISFACTION
                                EXCITEMENT

                     ...
Kano Model of Quality
                       SATISFACTION
                                 EXCITEMENT

                   ...
Kano Model of Quality
                SATISFACTION
                          EXCITEMENT
                           3      ...
Discussion

 How would you use the Kano
 model?
Learning Points – Kano Model

 All customer requirements are not
 the same
 Items that are Delighters gradually
 become ba...
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Kano Model For Customer Satisfaction

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The Kano Model is a simple yet, effective Six Sigma tool that allows you to focus on what is of real value to your customer

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Transcript of "Kano Model For Customer Satisfaction"

  1. 1. An excellent example of a quot;Delighterquot; from our recent family vacation in Florida.
  2. 2. Kano Model of Quality SATISFACTION FULLY NEUTRAL ABSENT IMPLEMENTED DISSATISFACTION
  3. 3. Kano Model of Quality SATISFACTION ‘MUST HAVES’ are unlikely to make the customer happy at any level of performance, while its absence would be immediately noticed and cause grave dissatisfaction FULLY NEUTRAL ABSENT IMPLEMENTED MUST HAVES (expected and unspoken) DISSATISFACTION
  4. 4. Kano Model of Quality SATISFACTION EXCITEMENT rs e fi tis Sa FULLY NEUTRAL ABSENT IMPLEMENTED ‘Satisfiers’ the customer can be either pleased or displeased by it and the more of it there is the happier DISSATISFACTION the customer
  5. 5. Kano Model of Quality SATISFACTION EXCITEMENT DELIGHTERS (unexpected and unspoken) FULLY NEUTRAL ABSENT IMPLEMENTED ‘DELIGHTERS’ its absence will not displease the customer, but if it is available it delights the customer DISSATISFACTION
  6. 6. Kano Model of Quality SATISFACTION EXCITEMENT 3 rs e 2 fi DELIGHTERS tis (unexpected and Sa unspoken) FULLY NEUTRAL ABSENT IMPLEMENTED 1 Take care of your MUST HAVES customers’ (expected and unspoken) expectations in sequence from expected to DISSATISFACTION normal to exciting!
  7. 7. Discussion How would you use the Kano model?
  8. 8. Learning Points – Kano Model All customer requirements are not the same Items that are Delighters gradually become basic requirements The model can be used to focus attention on what is of value to the customer

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