Kano Model Analysis

ITS A KANO MODEL ANALYSIS OF A LG REFRIGERATOR.

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. 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 Defining the Concept

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 Unspoken Basic Essential Taken for granted Threshold Specified Required Desired Normal Spoken Performance Customer Satisfaction Unspoken / Latent

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. ASSUMED 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 PAST PRODUCT FEATURES

13. ASSUMED 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 PRESENT PRODUCT FEATURES

14. ASSUMED 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 WORK ON SOLAR ENERGY WATER DISPENSER GLASS DOOR FULLY TRANSPARENT BODY FREE JUICER FREE MICROWAVE FREE LAPTOP FUTURE PRODUCT FEATURES