1.
Kano Model
Analysis
BY:-
MOHD. AARIF KHAN
APURV DESHMUKH
LOKESH SAHANI
RAHUL VED
CHIRAGDEEP SINGH
PIYUSH MALANI

2.
Introducing the Concept
– Invented by Dr. Noriaki Kano
– Is a quality measurement tool used to prioritize
customer needs based on how they impact customer
satisfaction
– Affect future purchasing decisions
– Strategically guides design decisions

3.
Defining the
Concept
1. Must-be attributes
•Also called threshold attributes
•Represent basic musts or functions expected
of a product/service
•When present are neutral, when absent
dissatisfy consumers

4.
2. Performance attributes
•Also called ‘more is better’ attributes and
one-dimensional attributes
•Directly linked to voiced demands of
customer relative to quality and their
willingness to pay
•Presence enhances satisfaction while
absence reduces it
•Linear relation to customer satisfaction 
the better you do the more they like it!

5.
3. Surprise and delight factors
•Also called excitement factors and attractive
attributes
•Satisfies latent needs,
•Their presence increases satisfaction, their
absence does not decrease it
•Source of differentiation

6.
Basic Kano Graph
Unanticipated
• Excitement
• Surprise
• Delightful
Specified
• Required
Unspoken
• Desired
• Normal
Performance
Basic
Spoken
• Essential
• Taken for granted
• Threshold
Unspoken / Latent
Customer
Satisfaction

7.
How Kano Analysis works?
• Develop a questionnaire
• Test the questionnaire
• Administer the questionnaire to customers
• Process the results
• Analyze the results

8.
Customer Requirements Questioner

9.
Evaluating the Model
• Benefits
•Guides decisions in quality strategies by
prioritizing customer needs
•Is a useful tool for analyzing demand
•Is customer focused
•Quantifies satisfaction, making effective trade-
offs easier

10.
Evaluating the Model
• Drawbacks
•It can only be used for analyzing the effects
and certainly not for suggesting new product
features, something that is quite difficult to
achieve.
•Is based on more effective competition over
quality.

11.
REFRIGERATOR

12.
PAST PRODUCT
FEATURES
ASSUMED EXPECTED DELIGHT
SIZE -160 Liters SIZE - 220 Liters MORE STORAGE
SPACE IN DOOR
COLOURS ATTRACTIVE METALLIC COLOURS
COLOURS
COOLING QUICK COOLING CONDENSER
(INSIDE)
KEEP FRUITS & MULTI -UTILITY WATER DISPENSER
VEGITABLES FRESH SHELF
FROST FREE RETAIN NUTRITIVE
CONTENTS OF FOOD

13.
PRESENT PRODUCT
FEATURES
ASSUMED EXPECTED DELIGHT
QUICK COOLING MORE STORAGE TELEVISION
SPACE IN THE DOOR
METALLIC COLOURS UNIFORM COOLING RADIO
(DOOR COOLING)
220 Liters 500 Liters 750 Liters
CONDENSER RETAIN NUTRITIVE GREEN IRON DOOR
(INSIDE) CONTENTS OF FOOD COOLING
MULTI – UTILITY
FROST FREE MICOM PANEL
SHELF
KEEP FRUITS FRESH WATER DISPENSER GLASS DOOR/ AUTO.
& HEALTHY CLOSING DOOR
FREE RECIEPE BOOK FREE JUICER FREE MICROWAVE

14.
FUTURE PRODUCT
FEATURES
ASSUMED EXPECTED DELIGHT
MORE STORAGE TELEVISION TV WITH INTERNET
SPACE IN THE DOOR
UNIFORM COOLING RADIO INBUILT MICROWAVE
(DOOR COOLING)
500 Liters 750 Liters 1000 Liters
RETAIN NUTRITIVE GREEN IRON DOOR INBUILT AC
CONTENTS OF FOOD COOLING
MULTI – UTILITY MICOM PANEL WORK ON SOLAR
SHELF ENERGY
WATER DISPENSER GLASS DOOR FULLY
TRANSPARENT BODY
FREE JUICER FREE MICROWAVE FREE LAPTOP