Kano Model: Introduction and Application

Revision as of 13:50, 20 February 2022

Developed by Hai Hu-s212360.

Kano Model (KANO model) is a useful tool for classifying and prioritizing user needs developed by a professor of the Tokyo University of Science named Noriaki Kano in the 1980s. In the product development and optimization process, the development team need to decide which customer needs should be solved first and how to create new functions for customers. Based on the analysis of the impact of user needs on user satisfaction, it reflects the nonlinear relationship between product performance and user satisfaction. By analyzing the user's satisfaction with product functions, the product functions are graded to determine the priority in the product implementation process. In the Kano model, the quality characteristics of products and services are divided into five types: (1) Must-be Quality/ Basic Quality; (2) One-dimensional Quality/ Performance Quality; (3) Attractive Quality/ Excitement Quality; (4) Indifferent Quality/Neutral Quality: (5) Reverse Quality. The first three needs are classified according to performance indicators: basic factors, performance factors and incentive factors.^[1]

The Kano Model is a typical qualitative analysis model, which is generally not directly used to measure user satisfaction but is often used to identify users' acceptance of new functions. It can effectively reduce the disagreements about customer needs between the project manager and developers. The Kano Model analysis method is mainly to conduct research through standardized questionnaires, classify the attributes of each factor according to the survey results, and solve the positioning problem of product attributes to improve customer satisfaction.

History

Inspired by a behavioural scientist Herzberg's two-factor theory（1959）, Tokyo Institute of Technology professor Noriaki Kano and his colleague Fumio Takahashi published Motivator and Hygiene in Quality in October 1979. It was the first time the satisfaction and dissatisfaction standards were introduced into the field of quality management, and the research report "Attractive Quality and Must-be Quality" was read out at the 12th annual meeting of the Japan Quality Management Conference in 1982. The paper was officially published on January 18, 1984, in the Japanese Society for Quality Management (JSQC) magazine "Quality", No. 14, marking the establishment of the Kano model and the maturity of the attractive quality theory. In this paper, Noriaki Kano first proposed a two-dimensional model of satisfaction and constructed the KANO model. In Japan at the time, the issue of improving products and corporate services had always been a difficult problem. The model he proposed effectively solves this problem.

Customer preferences categories

Must-be Quality Elements

The Kano Model analysis method

Application

References

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