continuous improvement toolkit · continuous improvement toolkit . using the kano model: with your...
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Continuous Improvement Toolkit . www.citoolkit.com
Continuous Improvement Toolkit
Kano Analysis
Continuous Improvement Toolkit . www.citoolkit.com
Check Sheets
DataCollection
Process MappingFlowcharting
Flow Process Charts
5S
Value Stream Mapping
Control Charts
Mistake Proofing
Tree Diagram*
UnderstandingPerformance
Fishbone Diagram
Design of Experiment
ImplementingSolutions**
Creating Ideas
Brainstorming Attribute Analysis
Deciding & Selecting
Decision Tree
Force Field Analysis Cost Benefit Analysis
Voting
Planning & Project Management*
Value Analysis
Kaizen Events
Quick Changeover
ManagingRisk
FMEA
PDPC
RAID Log*
Observations
Focus Groups
UnderstandingCause & Effect
Pareto Analysis
IDEF0
5 Whys
Matrix DiagramKano Analysis
KPIs
Lean Measures
Importance-Urgency Mapping
Waste Analysis
Fault Tree Analysis
Relationship Mapping*
Benchmarking**
SCAMPER**
C&E Matrix
Confidence Intervals
Pugh Matrix
SIPOC*
Prioritization Matrix
Stakeholder Analysis
Critical-to Tree
Paired Comparison
Improvement Roadmaps
Interviews
QFD
Graphical Analysis
Lateral Thinking
Hypothesis Testing
Visual Management
Ergonomics
Reliability Analysis
Cross Training
How-How Diagram**
Flow
Time Value Map
ANOVA
Gap Analysis*
Traffic Light Assessment
TPN Analysis
Decision Balance Sheet
Suggestion systems
Risk Assessment*
AutomationSimulation
Break-even Analysis
Service Blueprints
DMAIC
Process Redesign
Run Charts
TPM
Control Planning
Chi-Square
SWOT Analysis
Capability Indices
Policy Deployment
Data collection planner*
Affinity DiagramQuestionnaires
Probability Distributions
Bottleneck Analysis**
MSA
Descriptive Statistics
Cost of Quality*
Process Yield
Histograms & Boxplots
Just in Time
Pick Chart
Portfolio Matrix
Four Field Matrix
Root Cause Analysis Data Snooping
Morphological Analysis Sampling
Spaghetti Diagram
Pull
OEE
Mind Mapping*
Project Charter
PDCA
Designing & Analyzing Processes
CorrelationScatter PlotsRegression
Gantt Charts
Activity NetworksRACI Matrix
PERT/CPMDaily Planning
MOST
Standard work Document controlA3 Thinking
The Continuous Improvement Map
Multi vari Studies
Continuous Improvement Toolkit . www.citoolkit.com
A framework to analyze customer needs.
Helps understanding how a product or servicefits customer needs.
Helps categorizing and prioritizing thedifferent features of a product or service:• Based on their impact to customer satisfaction.
Those categories are then considered whenanalyzing potential opportunities for improvement.
- Kano Analysis
Continuous Improvement Toolkit . www.citoolkit.com
The types of features that influence customer satisfaction:
• The must be features.
• The performance features.
• The excitement features.
• The indifferent features.
• The reverse features.
- Kano Analysis
Continuous Improvement Toolkit . www.citoolkit.com
Must Be Attributes:
The basic criteria and the reasonable level of quality.
Customers take them for granted.
If these requirements are not present or are insufficient:• Customers will be extremely dissatisfied.
If they are present or are sufficient:• They will not bring satisfaction.
Examples:• The timely & responsive customer service.
• The defect-free product.
• The brakes and the windshield of the car.
- Kano Analysis
Must Be
Continuous Improvement Toolkit . www.citoolkit.com
Performance Attributes:
They are not absolutely necessary.
They result in satisfaction when fulfilledand dissatisfaction when not fulfilled.
The more you provide, the more thecustomer is satisfied.
Organizations use them to prioritizetheir efforts.
Examples:• The speed of answering a phone in a call center.
• The reduced amount of spoilage in a production line.
• The warranty period and the fuel consumption of the car.
- Kano Analysis
Satisfiers
Continuous Improvement Toolkit . www.citoolkit.com
Delighters:
Organizations should aim for givingcustomers more than what they expect.
The fulfillment of them will lead tohigh customer satisfaction.
They distinguish your product or service.
They are often:• Unexpected and Unspoken.
• Provided to the customers for no extra money.
An example:• A basket of fruit after having booked a room in a hotel.
- Kano Analysis
Delighters
Continuous Improvement Toolkit . www.citoolkit.com
The indifferent attributes are those whose presence and absence do not bring satisfaction.
Examples are those product features that are never or rarely used by the customer.
- Kano Analysis
Indifferent
Continuous Improvement Toolkit . www.citoolkit.com
The reverse attributes are those whose presence brings dissatisfaction.
Some customers prefer high-techproducts, while others prefer thebasic model of a product and willbe dissatisfied if a product hastoo many extra features.
- Kano Analysis
Reverse
Continuous Improvement Toolkit . www.citoolkit.com
- Kano Analysis
Must Be
Delighters
Satisfiers
Unspoken
Revealed
Unspoken
Degree ofachievement
Customersatisfaction
Continuous Improvement Toolkit . www.citoolkit.com
Using the Kano Model: With your team, brainstorm all of the possible features.
Brainstorm everything you can do to excite your customers.
Classify all features as basic, satisfier, delighter, indifferent, reverse, or not relevant.
Cut out all the indifferent and the non-relevant attributes.
Make sure your product has all appropriate basic features.
Select the right performance features so thatthe product can be delivered at a price whichthe customer is ready to pay.
Think how you can build some delighters intoyour product.
- Kano Analysis
Continuous Improvement Toolkit . www.citoolkit.com
Tips:
The Kano Model highlights how the customer requirements are constantly changing.
Today’s delighters becomes tomorrow’s must be’s, requiring us to constantly come up with new delighters.
It does not present methods to be applied to carry out improvement activities.
Results of applying the Kano Model can be used in the Quality Function Deployment (QFD) matrix to clarify relationship between customer needs and technical requirements.
- Kano Analysis