Kano Model

Description

8 Minute FREE Video Tutorial  The Kano Model is a very insightful way of understanding and categorizing 5 types of Customer Requirements (or potential features) for new or existing products and services. (Basic, Performance, Excitement, Indifferent, and Reverse) Each of these 5 categories has a unique impact on Customer Satisfaction and one of the categories (Excitement) is what this whole website is about!  The model was created in the early 80’s but continues today to be an essential tool for all organizations independent of industry or size. It is used in Step 1 of the Systematic Innovation Process.  Microsoft Excel template available for Kano Surveys and Analysis are available.  Note: Even though this Video Tutorial is FREE, you still have to add it to cart to “process it” so you can view it.    There is also a tool called a “Kano Survey” which is sometimes called a Kano Analysis.  This also can be done is Step 1 of our Systematic Innovation Process.  It is a special type of survey and analysis that results in a categorization of the customer’s requirements or product features into the 5 Kano categories (Basic/Must- Be’s, Performance/Spoken, Excitement/Wow’s, Indifferent, or Reverse).  Depending on which categories your requirements end up in will dictate your course of action.