If you find any irrelevant properties (in the eyes of your customer), then make a fourth category and label these properties as such.Your customers will expect these, so make sure your product offers all of the must-be qualities.

The idea is to develop a perfect product, process, or service that delivers optimal customer satisfaction and keeps them coming back. Free access to Six Sigma Case Files Use Coupon CAFLE7$ Access Now. Noriaki Kano, a Japanese researcher and consultant, published a paper in 1984 with a set of ideas and techniques that help us determine our customers’ satisfaction with product features. 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:Dissatisfying: poor sanitation control, broken windows, leaking roofMandatory Characteristic: roof, foundation, windows, fireplaceOne-dimensional: Insulation, code construction, outlets, shower, lights, running water, septic/sewerDelighters: Air conditioning, dishwasher, garbage disposal, garage, washer, dryer, smoke alarms, ground wires.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, closet space, GFCI outlets.One-dimensional: garbage disposal, dishwasher, garage, washer, dryerDelighters: Stainless steel appliances, energy efficient HVAC, alarm, pool, wine cellar, granite countertops, walk-in closet, brick pavers, landscape lighting, deck, central vacuum, wireless home controls, sprinkler system.

This could come at the cost of some of the one-dimensional qualities.These will help convince customers to buy your product and not someone else’s, so choose wisely.You can’t offer too many attractive qualities, because these eat away at your profit.

To illustrate, we use the example of a washing machine. How to simplify? Subsequently, the needs are differentiated from each other on the basis of three different qualities:The more of these qualities a product has, the better.These are extra qualities that will happily surprise customers.These different qualities are almost always present. Kano Model usages in Six Sigma include first creating a Quality Function Deployment (QFD) model for production processes and then using the Kano model to analyze both the end user's satisfaction and the project team's satisfaction. After that, people usually expecting a certain degree of one-dimensional qualities.

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