Kano premium warranty covers everything from the kano extended warranty plus all accidental damage and daily usage damage. The kano model is a theory for product development and customer satisfaction developed in. Excitement qualities with this systematic approach you can analyze which product features are expected and which qualities are exciting for your customers. For the latter, general online survey software can be used, while there also are dedicated online tools specialized in the kano model and its analysis. Enquetes clients design et developpement doffres definir les caracteristiques. The kano model is a method developed by noriaki kano, 1984, which is a series of concepts, ideas, and techniques to help determine customer satisfaction from the product attributes offered.
The kano model is an established and useful tool to gain more satisfied customers. The data for the kano model typically is collected via a standardized questionnaire. Know the voice of the customer translate the v kano model concept first published in an article by kano, n. These classifications are useful for guiding design decisions in that they indicate when good is. Kano says that a product or service is about much more than just functionality. Kano model was developed in the 1980 by noriaki kano and the analysis using this model helps to classify the customer preferences into categories. A kano model poster pdf that can be printed at any size. The journal of the japanese society for quality control, april, pp. A kano model flowchart as part of the product development process.
This free premium resource is our gift to you for visiting the site and is just a sample of what our other products and services have to offer. The kano model is an insightful representation of 3 main categories of needs any product or service must address in order to survive in a competitive. Every customer problem can be represented as a need. The questionnaire can be on paper, collected in an interview, or conducted in an online survey. The kano model of product development and customer satisfaction was published in 1984 by dr noriaki kano, professor of quality management at the tokyo university of science. Illustration des attributs ou besoins vs satisfaction.
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