Kano Model: Introduction and Application
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.Cite error: Closing </ref> missing for <ref> tag
