The needs of customers are ever changing, and it has become important for organizations to meet the needs of their customers. Sometimes, organizations are not sure of the exact requirements of their customers. In such situation, they need a tool that helps them decide the features that the customer is looking for.
In this article, we are going to discuss about Kano Model that help organizations think about the requirements of the customer in a subtle manner.
About the Model
Kano Model is a tool developed by Professor Noriaki Kano in the year 1980. According to this model, the customer requirements can be classified into 5 categories, namely – Must-be quality, One-dimensional quality, attractive quality, indifferent quality and reverse quality. These classifications are useful to make design decisions and indicate that when the product is good and when it can be better. Kano Model is used to –identify the needs of customers, determine functional requirements, develop new concept, and analyze competitive products.