Question

Kano offer methodologies for determining what our customers want and need.... What are those??

Answer 1

Answer

Kano's one of the methodologies is theory of attractive quality, which deals with customers needs and quality profiles to help in providing demanded and needful offerings. This method helps in determination of customers satisfaction in compliance with the product features. This method considers three elements, viz, satisfaction, reaction of the consumers and how they feel about the product. Then it take into account three quality components viz, basic, expected one and the attractiveness of the product. This helps to know what a customer is really needing and how satisfied he can be after providing him with a particular product.

Another Kano model determine 5 important categories, which helps in understanding what features and specifications are to be considered in a product which emhaenha customers satisfaction. These categories take into account requirements viz, performance based, basic requirements, excitement factor and surprise elements, indifferent requirements and the reverse requirements which may happen occasionally leaving the customers dissatisfied.