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Kano model

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Developed foundation for an approach on “Attractive Quality Creation” commonly referred to as the “Kano Model”
Challenged traditional Customer Satisfaction Models that More is better, i.e. the more you perform on each service attribute the more satisfied the customers will be.
Proposed new Customer Satisfaction model (Kano Model)
Performance on product and service attributes is not equal in the eyes of the customers
Performance on certain categories attributes produces higher levels of satisfaction than others.

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Kano model

  1. 1. KANO MODEL Noriaki Kano Professor at Tokyo Rika University International Consultant Received individual Demming Prize in 1997
  2. 2. ORIGIN OF KANO MODEL Developed foundation for an approach on “Attractive Quality Creation” commonly referred to as the “Kano Model” Challenged traditional Customer Satisfaction Models that More is better, i.e. the more you perform on each service attribute the more satisfied the customers will be. Proposed new Customer Satisfaction model (Kano Model) Performance on product and service attributes is not equal in the eyes of the customers Performance on certain categories attributes produces higher levels of satisfaction than others.
  3. 3. KEY ELEMENTS Identify the Voice of the Customer Translate Voice of the Customer into Critical to Quality Characteristics (CTQs) Rank the CTQs into three categories: Dissatisfier - Must be’s – Entry Satisfier – More is better – Competitive Delighter – Latent Need – Differentiator Evaluate Current Performance
  4. 4. VOICE OF CUSTOMER Display screen should have to be bigger Battery Back up Cost More application Camera Weight Colours
  5. 5. CQC Apple iPhone 5 Samsung Galaxy S3 Nokia Lumia 920 Operating system (S) iOS 6 Android 4.0 Windows Phone 8 Display (D) 4-inch IPS LCD; 1,136x640 pixels, 326 ppi 4.8-inch HD Super AMOLED; 1,280x720 pixels, 306 ppi (1) 4.5-inch PureMotion+ (IPS LCD); 1,280x768 pixels, 332 ppi Price (Disatisfier) $199.99, $299.99, $399.99 (1) $199.99-$329.99, depending on carrier Unannounced Carrier (S) Sept. 21: AT&T, Sprint, Verizon (1) Now: AT&T, Sprint, T- Mobile, U.S. Cellular, Verizon November: AT&T(1) 4G LTE (D) Yes (1) Yes (1) Yes (1) Camera (D) 8-megapixel, 720p front- facing 8-megapixel, 1.9- megapixel front-facing 8.7-megapixel, 1.2- megapixel front-facing(1 Processor (S) Proprietary A6 CPU 1.5GHz dual-core Qualcomm Snapdragon S4 (1) 1.5GHz dual-core Qualcomm Snapdragon S4 (1) Memory (D) 16GB, 32GB, 64GB 16GB or 32GB; 2GB RAM (1) 32GB; 1GB RAM Expandable memory No Up to 64GB (1) No Battery (S) Capacity TBA (Talk time up to 8 hours on 3G); embedded 2,100 mAh, removable 2,000 mAh, embedded NFC No Yes (1) Yes (1) Weight and thickness 3.95 ounces, 0.3 inches 4.7 ounces, 0.34 inches 6.5 ounces, 0.42 inches
  6. 6. WHICH MODEL SATISFIED THE CUSTOMER MORE Our winner is Samsung S3 I PHONE 5 SAMSUNG S3 NOKIA Lumia 920 3 5 4
  7. 7. CONCLUSION I Phone 5 has to focus on satisfying the customer in attributes like Display , camera ,expandable memory ,NFC and colours.  Samsung S3 has to focus on satisfying the customer in attributes like carrier and camera. Nokia Lumia has to focus on satisfying the customer in attributes like memory , weight and colours.
  8. 8. Chevrolet Camaro 1LE Vs. Ford Mustang Boss 302
  9. 9. Camaro 1LE Mustang Boss 302 Engine 6.2-Liter V-8 (1) 5.0-Liter V-8 Horsepower 426 Horsepower @ 5,900 Rpm 444 Horsepower @ 7,400 Rpm (1) Torque 420 Lb-Ft @ 4,600 Rpm(1) 380 Lb-Ft @ 4,500 0 To 60 4.3 Sec (Top Speed Est.) (1) 4.4 Sec Axle Ratio 3.91-To-1 (1) 3.73-To-1 (Standard), 3.31-To-1 (Optional) Transmission 6-Speed Manual (1) 6-Speed Manual (1) Pricing $37,035 (1) $42,200
  10. 10. CHEVROLET WINS OVER FORD 302 Chevrolet Camaro 1LE Ford Mustang Boss 302 6 2
  11. 11. CONCLUSION Drawing a conclusion in this comparison is pretty tough, as both cars are equally awesome and we would take either one in a second, but we have to pick. The Camaro simply looks better from the outside, but true track performance –. The Mustang, of course, looks much better on the inside and gives you a lot more toys to play with.
  12. 12. AK 47 vs M16
  13. 13. Firearm AK-47 M16A1 Manufacturer Izhmash ArmaLite, Colt,GM, H&R, FN,Remington [1][2 ] Design year 1947 1957 Weight (with loaded 30 round magazine) 4.78 kg (10.5 lb) 3.6 kg (7.9 lb)(1) Cartridge (M43)7.62x39mm(1) (M193)5.56x45mm Bullet weight 122 gr (7.9 g)(1) 55 gr (3.6 g) Velocity 2,330 fps (710 m/s) 3,250 fps (990 m/s)(1) Energy 1,469 ft/lbs (1,991 j)(1) 1,302 ft/lbs (1,764 j) Effective range 380 yd (350 m) 500 yd (460 m)(1) Rate of fire 600 rounds/min 700–950 rounds/min(1) Standard magazine capacity 30 rounds 30 rounds Designer Mikhail Kalashnikov Eugene Stoner Government price (USD) $150 to $160 per unit for a new AK-103(1) $673 per unit for a new M4
  14. 14. M16 wins over AK 47 M16 AK 47 6 5
  15. 15. THANK YOU

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