Dr.K.Baranidharan Present by…
Jan 28, 2015
Dr.K.Baranidharan
Present by…
TOTAL QUALITY
MANAGEMENTTQM
2April 10, 2023
KANO MODEL
Presented by
Dr.K.Baranidharan
KANO MODEL
Presented by..Dr.K.Baranidharan
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Satisfaction
Dissatisfaction
Service Dysfunctions
Service Fully
Functions
EXCITERS
Must Be
MORE IS BETTER
Less satisfied when the product or service is less functional, but cannot increase satisfaction substantially if operational - "up-time"
If the requirement is absent it does not cause dissatisfaction, but it will delight clients if present - "camera options"
The more requirements are met the more one is satisfied
KANOS MODEL
Model Diagram
Basic Features(needs)•These are attributes, without which a
product would simply be unacceptable. •The customer takes them as prerequisites
and may not even mention them, though they are essential.
•Failure to provide them causes great dissatisfaction; however, putting effort into enhancing basic features leads to no extra customer satisfaction and may add unnecessary cost and complexity to the product.
Performance Features
•These are features that provide a real benefit to the customer, and the more highly implemented they are, the more satisfied the customer will be.
•An example is the fuel economy in a car - the more efficient the better. Lower price is usually another.
Excitement features
•These give the customer unexpected value and may be attractive out of all proportion to the objective benefits they give.
•The problem is that traditional market research (surveys and focus groups) is unlikely to identify the requirements for excitement features.
Product – LG Refrigerators
Past Product FeaturesASSUMED EXPECTED DELIGHT
SIZE -160 Liters SIZE - 220 Liters MORE STORAGE SPACE IN DOOR
COLOURS ATTRACTIVE COLOURS
METALLIC COLOURS
COOLING QUICK COOLING CONDENSER (INSIDE)
KEEP FRUITS & VEGITABLES FRESH
MULTI -UTILITY SHELF
WATER DISPENSER
FROST FREE RETAIN NUTRITIVE CONTENTS OF FOOD
Present Product FeaturesASSUMED EXPECTED DELIGHTQUICK COOLING MORE STORAGE
SPACE IN THE DOORTELEVISION
METALLIC COLOURS UNIFORM COOLING(DOOR COOLING)
RADIO
220 Liters 500 Liters 750 Liters
CONDENSER(INSIDE)
RETAIN NUTRITIVE CONTENTS OF FOOD
GREEN IRON DOOR COOLING
FROST FREE MULTI – UTILITY SHELF
MICOM PANEL
KEEP FRUITS FRESH & HEALTHY
WATER DISPENSER GLASS DOOR/ AUTO. CLOSING DOOR
FREE RECIEPE BOOK FREE JUICER FREE MICROWAVE
Future Product FeaturesASSUMED EXPECTED DELIGHTMORE STORAGE SPACE IN THE DOOR
TELEVISION TV WITH INTERNET
UNIFORM COOLING(DOOR COOLING)
RADIO INBUILT MICROWAVE
500 Liters 750 Liters 1000 Liters
RETAIN NUTRITIVE CONTENTS OF FOOD
GREEN IRON DOOR COOLING
INBUILT AC
MULTI – UTILITY SHELF
MICOM PANEL Internal Energy Regeneration
WATER DISPENSER GLASS DOOR FULLY TRANSPARENT BODY
FREE JUICER FREE MICROWAVE FREE DTH
Dr.K.BaranidharanTHANK YOU
Thank You