November 19, 2008

Quality, Customer Satisfaction etc. continue…

This continuous entry is really late, which I really didn't mean to be that late! I wote last entry before I left home, and decided to finish it after I came back. However...

So, do the things as soon as you decide to do! - at least do it as soon as possible, otherwise it may be delayed day after day after day, and meantime, the thing you haven't finished will always reminds you that "you have to finish it, you have to finish it...", but you don't even want to start a new entry without finish the old one.

Now, let me do it!

But honestly, I have to find out the materials I have read and read them agian. Trying to remember what I was going to write, and I probably can't catch up all the stuff.

There are three attributes which was mentioned by Kano:

1. Indifferent attributes. The customer does not care about this feature.

2. Questionable attributes. It is unclear whether this attribute is expected by the customer.

3. Reverse attributes. The reverse of this product feature was expected by the customer.

Kano developed a questionnaire to identify the basic, performance excitement factors and above three attributes.

1. For each product feature a pair of questions is formulated to which the customer can answer in one of five different ways.

2. The first question concerns the reaction of the customer if the product shows that feature (functional question).

3. The second question concerns the reaction of the customer if the product does not show this feature (dysfunctional question).

4. By combining the answers all attributes can be classified into the six factors.

Besides the obvious quality management and marketing usage, the Kano's theory can also be relevant to describe employee satisfaction, as employees can be perceived as internal customers.

Kano model


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