What you'll learn:
- Understand customer needs and expectations using the Kano Analysis to enhance your product development and service offerings.
- Learn to prioritize customer needs effectively, leading to higher customer satisfaction and reduced dissatisfaction.
- Go beyond basic theory and gain practical skills with tools like Microsoft Excel templates to conduct Kano Analysis at a larger scale.
- Analyze customer responses using advanced Excel functions (INDEX, XMATCH, COUNTIF) for accurate and efficient results.
- Classify product features into categories: Must-be Quality, One-dimensional Quality, Attractive Quality, Indifferent Quality, and Reverse Quality.
- Prioritize features and present the summary in graphical form using a Better/Worst Plot, aiding in clear decision-making.
- Utilize Kano Analysis to prioritize improvement initiatives in Six Sigma and other quality improvement projects.
- Enhance your skills in customer satisfaction analysis, making you a valuable asset in product development and quality improvement roles.
- Develop the ability to lead Kano Analysis projects, driving significant improvements in customer satisfaction and product quality within your organization.
Note: Students who complete this course can apply for the certification exam by Quality Gurus Inc. and achieve the Verified Certification from Quality Gurus Inc. It is optional, and there is no separate fee for it. Quality Gurus Inc. is the Authorized Training Partner (ATP # 6034) of the Project Management Institute (PMI®) and the official Recertification Partner of the Society for Human Resource Management (SHRM®)
The verified certification from Quality Gurus Inc. provides you with 2.0 pre-approved PMI PDUs and 2.0 SHRM PDCs at no additional cost to you.
This course is accredited by The CPD Group (UK). You are eligible to claim 2.0 CPDs for this course (Accreditation# 1016434)
This course is NOT just a basic introduction to the Kano Model. It explains the basic concepts and provides tools for performing a detailed analysis of customer needs and expectations.
1. Microsoft Excel and Google Forms collect customer feedback on various product features.
2. Microsoft Excel is used to analyze customer responses.
The survey questionnaire consists of functional and dysfunctional questions for each feature. Based on the response to these questions, a feature could be classified as:
1. Must-be Quality
2. One-dimensional Quality
3. Attractive Quality
4. Indifferent Quality
5. Reverse Quality
Based on multiple customer responses, a summary table is created for each feature. This helps in understanding which category a feature belongs to. To prioritize features and present the summary in graphical form, a Better/Worst Plot is created.
Performing all these steps using a pen/paper format of the form and manually classifying the features is a time-consuming and boring process. If the survey is conducted on a bigger scale the manual calculations are impossible and impractical to perform. For this, we will be using Microsoft Excel and some advanced features (INDEX, XMATCH and COUNTIF functions) to perform the analysis.
This tool is widely used by product development professionals to decide what features should be implemented in the new product or in the upgraded version of the product.
Six Sigma and improvement professionals also use this tool to decide what improvement initiatives should be prioritized.
