{"id":1983,"date":"2013-05-27T08:26:33","date_gmt":"2013-05-26T22:26:33","guid":{"rendered":"http:\/\/pdtraining.com.au\/blog\/?p=1983"},"modified":"2014-05-09T03:25:10","modified_gmt":"2014-05-08T17:25:10","slug":"lean-customer-satisfaction-improvement-kano-model","status":"publish","type":"post","link":"https:\/\/pdtraining.com.au\/blog\/lean-six-sigma-training\/lean-customer-satisfaction-improvement-kano-model\/","title":{"rendered":"What is the Kano Model? – Lean Customer Satisfaction Improvement \u2013 Sidney, Perth"},"content":{"rendered":"
\"Lean<\/a>
Use Lean Six Sigma to improve processes<\/figcaption><\/figure>\n

When you attend a Lean Process Improvement Training Course<\/a> offered by pdtraining in Sidney, Perth, etc., you will learn about business process and manufacturing improvements like the Kano model.<\/p>\n

The Kano model is a theory of product development and customer satisfaction. When introduced in the 80\u2019s the model challenged traditional Customer Satisfaction<\/a> Models that More is better, i.e. the more you perform on each service attribute the more satisfied the customers will be.<\/p>\n

The Kano model assumes that every customer has a unique preference, and that a product has attributes that have different values to different customers.<\/p>\n

Basic Characteristics<\/h3>\n

Kano categorises the attributes of a product into three classes:<\/p>\n

    \n
  1. Must-be attributes:<\/b> Represents basic musts or functions expected of a product or service. When present they are neutral, when absent they dissatisfy consumers.<\/li>\n
  2. Performance attributes:<\/b> Directly linked to voiced demands of customers. Relative to quality and their willingness to pay. Enhances satisfaction.<\/li>\n
  3. Surprise and delight factors:<\/b> These factors excite the customer and satisfy a latent need. Their presence increases satisfaction, their absence does not decrease it. Source of differentiation.<\/li>\n<\/ol>\n

    Satisfiers<\/h3>\n

    To identify the \u201csatisfiers\u201d customers are looking for, there is a number of ways to gather data:<\/p>\n