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.

• Design For Six Sigma Definition
• Lean Six Sigma Kano Analysis

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.

Six Sigma Kano Template Design. Six Sigma is based on a handful of basic principles, and these principles create the entire Six Sigma arrangement. Here are Six Sigma's. Here is the Six Sigma DMAIC Training Table of Contents. You will find the entire curriculum here as well as other downloadable material. 100+ Free Lean Six Sigma Templates Home » Blog » Resources » Lean Six Sigma Templates » 100+ Free Lean Six Sigma Templates Here, you’ll find a library of free, high quality Lean Six Sigma (DMAIC) templates from GoLeanSixSigma.com for Yellow Belts, Green Belts and Black Belts. Typical Responsibilities for a Six Sigma Green Belt. Obtaining customer specifications and Voice of the Customer (VOC). The Voice of the Customer is the space. Although it is very important for any Six Sigma. Lean Six Sigma Tollgate Template by the. International Standards for Lean Six Sigma (ISLSS) The Kano Model Training Video.

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. 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.

No notes for slide. Know the Voice of the Customer Translate the V Kano Model concept first published in an article by Kano, N., Takahshi, F & Tsuji, S.

Attractive quality and must-be quality. The Journal of the Japanese Society for Quality Control, April, pp. Surveys Interviews Focus Groups Observations Customer Complaints. The Kano Model is a tool that can be used to prioritize the Critical to Quality characteristics, as defined by the Voice of the Customer and the three categories identified by the model are: Must Be: Whatever the quality characteristic is, it must be present, such that if it is not, the customer will go elsewhere!

Performance: The better we are at meeting these needs, the happier the customer is. Delighter: Those qualities that the customer was not expecting, but received as a bonus. Link to Six Sigma: Lean Six Sigma Design for Six Sigma Model Structure The model is represented in an (x, y) graph The x-axis represents how good we are at achieving the customer’s outcome (s), or CTQ ’s. The y-axis records the customer’s level of satisfaction the customer should have, as a result of our level of achievement. Output Requirement – Features of the final product and service delivered to the customer at the end of the process Service Requirements – More subjective ways in which customer expects to be treated and served during the process itself - How should we interact with and treat customers?. All CR are not created equal. Improving performance on a Must-be CR that is already at a satisfactory level is not productive compared with improving performance on a one dimensional or attractive CR.

Design For Six Sigma Definition

Insight into which CRs fall into which quality dimensions can improve one’s focus on the vital few. In general, must-be requirements must be adequately covered, the set of one dimensional requirements must be competitive, and some attractive requirements are needed for competitive differentiation. Plot Attributes Lean - Waste Six Sigma – Defects, Variability DFSS – New Product/Service Development. Kano Model. 1. Kano Model Erica Lynn Farmer CMQ/OE, CSSBB, MBB.

Objectives Origins Purpose Process Model Key Elements Methodology Application Examples. Origins of the Kano Model Noriaki Kano Professor at Tokyo Rika University International Consultant Received individual Demming Prize in 1997. Origins of the Kano Model Noriaki Kano Developed foundation for an approach on “Attractive Quality Creation” commonly referred to as the “Kano Model” Challenged traditional Customer Satisfaction Models that More is better, i.e.

Lean Six Sigma Kano Analysis

The more you perform on each service attribute the more satisfied the customers will be. Proposed new Customer Satisfaction model (Kano Model) Performance on product and service attributes is not equal in the eyes of the customers Performance on certain categories attributes produces higher levels of satisfaction than others.