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PREMIUM POWERPOINT SLIDES
KANO Model
KANO MODEL
POWERPOINT TEMPLATE
1. Quote
2. Definition
3. PRINCIPLES
4. Different
Representations
5. Implementation
AGENDA
KANO MODEL
DEFINITION
KANO MODEL
DEFINITION
The Kano Method helps to structure
customer needs and determine its
impact on satisfaction a factor to
success....
DEFINITION
Introduction
The Kano Model is based on an analysis of customer demands by
Noriaki Kano (1940), a professor at ...
E. G. Screen Resolution Of A Television
PRINCIPLES
Customer Requirement Features
E.G. Interior Lighting In A Refrigerator ...
PRINCIPLES
Customer Requirement Features– The Kano Matrix
CAN THE INDIFFERENT CRITERIA BE IGNORED? OR CAN
THEY BE MORE INT...
PRINCIPLES
How These Features Effect Customer Satisfaction
The lack of basic features
often leads to
dissatisfaction.
To g...
PRINCIPLES
10 Reasons for Conducting a Customer Satisfaction Survey
Increasing customer satisfaction Reviewing implementat...
DIFFERENT REPRESENTATIONS
Kano Model - Factors
DIDN’T
DOIT WELL
DIDIT
VERYWELL
Satisfaction
DISSATISFIED
BASIC
FACTORS
Low...
IMPLEMENTATION
Expiration Process of a Customer Satisfaction Survey
All major product
demands are
defined.
A questionnaire...
IMPLEMENTATION
How to Classify Customer Requests
FUNCTIONAL DYSFUNCTIONAL
QUALITYLEVEL
Basic
Excitement
One Dimensional
In...
IMPLEMENTATION
How to Classify Customer Requests
= Indifferent = if present, satisfaction doesn’t
increase/ if not availab...
IMPLEMENTATION
Category Matrix of Kano Model
FunctionalQuestion
"Whatiftheproducthadthefeature?"
Like
Expect
Neutral
Live ...
IMPLEMENTATION
Sample Evaluation Table
Like It
Expect It
Don‘t Care
Live With
Dislike
Like It Expect It Don‘t Care Dislike...
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Kano Model PPT Slide Template

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KNOW THE NEEDS OF YOUR CUSTOMERS AND FIND SUCCESS!

High customer satisfaction can give you the advantage to outperform your competition. The Kano Model is an established and useful tool to gain more satisfied customers.

Basic Qualities vs. Excitement Qualities

With this systematic approach you can analyze which product features are expected and which qualities are exciting for your customers.

Download the Kano Model set now to get ready-to-use templates to easily categorize the needs of your customers:
http://www.presentationload.com/kano-model-powerpoint-template.html

This PowerPoint set provides you with various graphical representations of the Kano Model to visualize product optimization and illustrate new and innovative ideas.

Published in: Marketing

Kano Model PPT Slide Template

  1. 1. PREMIUM POWERPOINT SLIDES KANO Model
  2. 2. KANO MODEL POWERPOINT TEMPLATE
  3. 3. 1. Quote 2. Definition 3. PRINCIPLES 4. Different Representations 5. Implementation AGENDA KANO MODEL
  4. 4. DEFINITION KANO MODEL
  5. 5. DEFINITION The Kano Method helps to structure customer needs and determine its impact on satisfaction a factor to success. Dominic Marx, The Kano Model of Customer Satisfaction: A model of customer requirements in practice, 2014
  6. 6. DEFINITION Introduction The Kano Model is based on an analysis of customer demands by Noriaki Kano (1940), a professor at Tokyo University. He presented the following theory: In order to assess customer satisfaction, the customer’s needs of a product or service should be divided into the following groups:  Dissatisfies  Satisfiers  Exciters THE FULFILLMENT, OR FAILURE TO FULFILL THESE QUALITY CONTROLS HAS A DIRECT EFFECT ON CUSTOMER SATISFACTION. 狩野紀昭
  7. 7. E. G. Screen Resolution Of A Television PRINCIPLES Customer Requirement Features E.G. Interior Lighting In A Refrigerator E. G. Additional Services, Exceptional Design, Gifts Excitement  Are Expected By The Customer  Unsatisfactory Performance Causes Dissatisfaction  Implementation Creates Satisfaction  "The More, The Better"  Are Presumed By The Customer And Considered Self-evident  Are Implicit Expectations And Therefore Not Explicitly Requested  Are Only Apparent When They Are Not Met  Are Capable Of Creating Customer Enthusiasm  Features That The Customer Does Not Expect  Distinguishing Features That Set Them Apart From Competitors PerformanceBasic
  8. 8. PRINCIPLES Customer Requirement Features– The Kano Matrix CAN THE INDIFFERENT CRITERIA BE IGNORED? OR CAN THEY BE MORE INTENSIFIED IN THE DIRECTION OF EXCITEMENT? HOW DO EXCITEMENT FEATURES STRENGTHEN CUSTOMER LOYALTY? TO WHAT EXTENT CAN WE STAND OUT FROM COMPETITORS IN BASIC FEATURES? BY COMBINING THESE WITH EXCITEMENT FEATURES? TO WHAT EXTENT CAN WE STAND OUT FROM COMPETITORS IN MASTERING OR EVEN INCREASING PERFORMANCE FEATURES? Increasing Satisfaction INCREASING DISSATISFACTION
  9. 9. PRINCIPLES How These Features Effect Customer Satisfaction The lack of basic features often leads to dissatisfaction. To greatly increase customer satisfaction, excitement features must be present. Performance features are extremely important to customer satisfaction.
  10. 10. PRINCIPLES 10 Reasons for Conducting a Customer Satisfaction Survey Increasing customer satisfaction Reviewing implementation procedures Lowering turnover rate Calculating metrics, e.g. benchmarking Receiving referrals Reducing volume of complaints Standing out from competitors Action planning, e.g. customer loyalty Identifying process errors in order to assure quality Avoiding incorrect expenditure on investments
  11. 11. DIFFERENT REPRESENTATIONS Kano Model - Factors DIDN’T DOIT WELL DIDIT VERYWELL Satisfaction DISSATISFIED BASIC FACTORS Low High Low High Specific, pronounced, aware Self-evident, not pronounced, almost unaware Not expected, not pronounced, not yet aware
  12. 12. IMPLEMENTATION Expiration Process of a Customer Satisfaction Survey All major product demands are defined. A questionnaire of the Kano Model is constructed. Customer surveys are conducted. Obtained data is analyzed and interpreted.
  13. 13. IMPLEMENTATION How to Classify Customer Requests FUNCTIONAL DYSFUNCTIONAL QUALITYLEVEL Basic Excitement One Dimensional Indifferent Request 1 Request 2 Request 3 Request 4 Request 5 Reverse
  14. 14. IMPLEMENTATION How to Classify Customer Requests = Indifferent = if present, satisfaction doesn’t increase/ if not available, dissatisfaction doesn’t increase I = Must be = if not present, dissatisfaction is high/ presence is mandatoryM = Excitement = if present, satisfaction increases / if not present, dissatisfaction may increase E = Performance = there is a direct correlation between satisfaction and dissatisfaction as well as severe criterion P DYSFUNCTIONAL FUNCTIONAL I E M P Criterion 3 Criterion 2 Criterion 4 Criterion 14 Criterion 1 Criterion 13 Criterion 6 Criterion 10 Criterion 7 Criterion 11 Criterion 8 Criterion 12 Criterion 9 0 100 -100 0
  15. 15. IMPLEMENTATION Category Matrix of Kano Model FunctionalQuestion "Whatiftheproducthadthefeature?" Like Expect Neutral Live With Dislike X B B B L R U U U M R U U U M R U U U M R R R R X Dysfunctional Question "What if the product didn’t have the feature?" M Must Be/ Basic L One Dimensional/ Performance B Attractive/ Excitement U Indifferent R Reverse X Indeterminate
  16. 16. IMPLEMENTATION Sample Evaluation Table Like It Expect It Don‘t Care Live With Dislike Like It Expect It Don‘t Care DislikeLive With FUNCTIONAL(POSITIVE)QUESTION DISFUNCTIONAL (NEGATIVE) QUESTION ? ? Basic Performance Excitement ? QuestionableReverseIndifferent
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