Kano Model of satisfiers and dissatisfiers
Kano Model: "Six Sigma Revolution the author is George Eckes "
Kano model divides customer requirements into three categories -- basic requirements (dissatisfiers), variable requirements (satisfiers) and latent requirements (delighters).
post in iSixSigma by RR Kunes, Tuesday, 16th April 2002
The KANO model is made up of several principles 1) Must Be's, 2) More is Better, 3)Delighters. The terminology is self defining, 4) Dissatisfiers..
In my example you find many cars that are fuel efficient, however, they are to small. Being to small is a dissatisfier. Finally your research leads you to an auto that is both fuell efficient and roomy inside and you purchase the car.
The posted fuel economy is 25 MPG, however after driving it a few months your average fuel economy is 30 MPG ( More is better and you are a satisfied customer). Also after drivingthe vehicle in the winter you find out that the automobile has heated seats and heated rear view mirrors. You did not know this when you bought the car but now that you have discovered this feature you are delighted with your choice!
All your future cars must have these features. The moral of the tale is that delighters of today become the Must Be's of tomorrow.
Kano model divides customer requirements into three categories -- basic requirements (dissatisfiers), variable requirements (satisfiers) and latent requirements (delighters).
post in iSixSigma by RR Kunes, Tuesday, 16th April 2002
The KANO model is made up of several principles 1) Must Be's, 2) More is Better, 3)Delighters. The terminology is self defining, 4) Dissatisfiers..
In my example you find many cars that are fuel efficient, however, they are to small. Being to small is a dissatisfier. Finally your research leads you to an auto that is both fuell efficient and roomy inside and you purchase the car.
The posted fuel economy is 25 MPG, however after driving it a few months your average fuel economy is 30 MPG ( More is better and you are a satisfied customer). Also after drivingthe vehicle in the winter you find out that the automobile has heated seats and heated rear view mirrors. You did not know this when you bought the car but now that you have discovered this feature you are delighted with your choice!
All your future cars must have these features. The moral of the tale is that delighters of today become the Must Be's of tomorrow.
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