Six Sigma Kano Template For Cover. Minitab Capability Six Pack and Six Sigma Macro Reports Minitab n= 500 subgroups = 100 subgroup size = 5, record Y and X's. The Kano Model is often used in Six Sigma to focus on customer satisfaction. This model establishes three types of service requirements of products that influence the.
Kano Model Description: The Kano Model is used to visually model the customer provided characteristics versus the level of satisfaction each characteristic delivers. It is a product development and customer satisfaction tool that categorizes customer preferences. This tool is used after gathering the phase.
It is often used in with Quality Functional Deployment (QFD) and the phase of a project. It helps define where the product, process, or service is relative to the customer and the competition. Objective: Gather the customer 'voice' to deliver the most satisfying product, process, or service. • Dissatisfying - annoying features - avoided characteristics • Mandatory expectations - basics - must have characteristics • Customer needs - reasonable expectations - performing features • Delighters - surprise - innovators - unexpected features It is a graphical model that shows the relationship between each characteristic to the level of customer satisfaction. It is used to organize and prioritize activities to design and/or improve. The x-axis ranges from the a product, process, or service that has failed or has broken completely. The y-axis ranges from a completely unsatifisied feeling to the most satisfied customer.
To find out which characteristics deliver on which level of satisfaction it is necessary to develop a questionnaire, interview, use focus groups, conduct research or otherwise find the customer stated specific characteristic and its expected level of satisfaction. Then each point is plotted on the chart using a scale that is up to the team to develop (should be linear). Kano Dynamics Each Kano Model should be kept and saved with a specific date and notes regarding each decision making process. Free Find It Game Downloads For Macbook Pro. Download Aplikasi Pemutar Video Untuk Android Apk.
Customer demands and expectations change over time resulting in new models and revisions. Typically, over time the Delighter features become Mandatory Characteristics. The innovation of product features becomes an expectation for future releases or revisions. The idea is to develop a perfect product, process, or service that delivers optimal customer satisfaction and keeps them coming back. However the focus is more on the product features rather than the customer needs. Sometimes the customer may not know what they 'want' or 'need' until they know what features can be provided.
Example of the dynamics of potential customer needs: A house built in 1940: Dissatisfying: poor sanitation control, broken windows, leaking roof Mandatory Characteristic: roof, foundation, windows, fireplace One-dimensional: Insulation, code construction, outlets, shower, lights, running water, septic/sewer Delighters: Air conditioning, dishwasher, garbage disposal, garage, washer, dryer, smoke alarms, ground wires. A house built now: Dissatisfying: squeaky floors, infestation, broken windows, leaking roof, poor sanitation controls. Mandatory Characteristics: roof, foundation, windows, lights, insulation, code construction, toilet, shower, running water, sewer/septic, ground wires, GFCI outlets. One-dimensional: garbage disposal, dishwasher, garage, washer, dryer Delighters: Stainless steel appliances, energy efficient HVAC, alarm, pool, wine cellar, granite countertops, brick pavers, landscape lighting, deck, central vacuum, wireless home controls.
Description What do your customers want? How badly do they want it? The Excel Kano Analysis Toolkit provides you with the capability to design and process customer surveys to determine just that: • Generate questionnaires that can be automatically returned to you • Program Outlook to recognize and process incoming completed survey messages and move attached files to processing folders • Load data from the returned surveys into a ‘master’ workbook • Analyze the loaded data in order to determine future development, support and operational activities Kano Analysis is a customer satisfaction classification method. It categorizes product and service attributes and features as being “delighters/attractive,” “one-dimensional,” “must-be,” “reverse” and “neutral/indifferent” needs and requirements from your customers’ viewpoints. A “must-be” for airline travel is that the airplane land safely at the intended airport. A “one- dimensional” need may be departure time. It is great if it takes off a bit early without stranding anyone, pleasant when take-off is right on time, okay if it is not more than a couple of minutes late, and then deteriorates from there.
And of course Midwest Airlines became famous for delighting its customers with the unexpected chocolate chip cookie. If the flight landed so late that you missed a connecting flight, the cookie would probably not outweigh your performance- based dissatisfaction. The Excel Kano Analysis Toolkit consists of an Excel workbook with seven worksheets and code for a macro to be installed within Outlook. A table of contents (ToC) worksheet provides links from which to navigate to and from other worksheets, along with an overview of processing. A completed master workbook and questionnaire are included as samples and will help you better understand the toolkit and its uses.