The Kano model is a model to the analysis of customer's requests.

From the analysis of customer's requests Dr. Noriaki Kano, professor at the University of Tokyo, derived 1978 that customer requirements of different kind can be. The Kano model designated after it makes it possible to seize and consider during the product development the desires of customers more precisely.

The Kano model differentiates simplifies three levels of the quality:

• Basic demands, which are so fundamental and natural that they become conscious during default the customers only (implicit expectations). If the basic demands are not fulfilled, discontent develops, it is fulfilled, develops however no satisfaction! By the example car: Security, rust protection.
• Demands for quality and achievement are conscious to the customer, them can in different extent be fulfilled and eliminated discontent or created satisfaction, depending upon Ausmass.Am example car: Handling characteristics, acceleration, life span.
• Inspiring characteristics are against it unexpected characteristics, on which the customer does not count necessarily and which in relation to the competition distinguish the product, them cause enthusiasm. By the example car: Special equipment, special Design.

Over the time seen the characteristics change. An inspiring characteristic can become an achievement and later a basis characteristic. By the example of the car: While brake assistance, guidance assistance and ABS in former times equipment characteristics were, which could release satisfaction, they are expected, them belong now possibly from customer view already to the basic demands.

For the organization of the characteristics the Kano questionnaire is used. A question is twice placed to the asked one: Once its evaluation is queried, if the characteristic is given or high (functional question) and, if it is not given or low (dysfunktionale question). In each case five response possibilities (e.g. "“that would make happy me much"”, "“sets I ahead"”, "“that is me all the same"”, "“that could I in purchase take"”, "“that me much would disturb"”) are given. The classification in basis, achievement and inspiring requirements can be made by the combination of the answers on the basis a table.

Articles in category "Kano model"

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