EE&FA - KANO MODEL - FINAL YEAR CS/IT - SRI SAIRAM INSTITUTE OF TECHNOLOGY - DR.K.BARANIDHARAN

1. Dr.K.Baranidharan
Present by…

2. TOTAL
QUALITY
MANAGEMENTTQM
218 August 2013

3. KANO
MODEL
Presented by
Dr.K.Baranidharan

5. KANO MODEL
Presented by..
Dr.K.Baranidharan

6. +
+-
-
Satisfaction
Dissatisfaction
Service
Dysfunctions
Service
Fully
Functions
EXCITERS
Must Be
MORE IS
BETTER
Less satisfied when the
product or service is less
functional, but cannot
increase satisfaction
substantially if operational
- "up-time"
If the requirement is absent
it does not cause
dissatisfaction, but it will
delight clients if present -
"camera options"
The more requirements
are met the more one is
satisfied
KANOS MODEL

7. Model Diagram

8. 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.

9. 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.

10. 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.

11. Product – LG Refrigerators

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

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

14. Future Product FeaturesASSUMED EXPECTED DELIGHT
MORE STORAGE
SPACE IN THE DOOR
TELEVISION TV WITH INTERNET
UNIFORM COOLING
(DOOR COOLING)
RADIO INBUILT
MICROWAVE
500 Liters 750 Liters 1000 Liters
RETAIN NUTRITIVE
CONTENTS OF FOOD
GREEN IRON DOOR
COOLING
INBUILT AC
MULTI – UTILITY
SHELF
MICOM PANEL Internal Energy
Regeneration
WATER DISPENSER GLASS DOOR FULLY
TRANSPARENT BODY
FREE JUICER FREE MICROWAVE FREE DTH

15. Dr.K.Baranidharan
THANK YOU

16. Thank You