Dr.K.Baranidharan

Present by…

TOTAL QUALITY

MANAGEMENTTQM

2April 10, 2023

KANO MODEL

Presented by

Dr.K.Baranidharan

KANO MODEL

Presented by..Dr.K.Baranidharan

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Satisfaction

Dissatisfaction

Service Dysfunctions

Service Fully

Functions

EXCITERS

Must Be

MORE IS BETTER

Less satisfied when the product or service is less functional, but cannot increase satisfaction substantially if operational - "up-time"

If the requirement is absent it does not cause dissatisfaction, but it will delight clients if present - "camera options"

The more requirements are met the more one is satisfied

KANOS MODEL

Model Diagram

Basic Features(needs)•These are attributes, without which a

product would simply be unacceptable. •The customer takes them as prerequisites

and may not even mention them, though they are essential.

•Failure to provide them causes great dissatisfaction; however, putting effort into enhancing basic features leads to no extra customer satisfaction and may add unnecessary cost and complexity to the product.

Performance Features

•These are features that provide a real benefit to the customer, and the more highly implemented they are, the more satisfied the customer will be.

•An example is the fuel economy in a car - the more efficient the better. Lower price is usually another.

Excitement features

•These give the customer unexpected value and may be attractive out of all proportion to the objective benefits they give.

•The problem is that traditional market research (surveys and focus groups) is unlikely to identify the requirements for excitement features.

Product – LG Refrigerators

Past Product FeaturesASSUMED EXPECTED DELIGHT

SIZE -160 Liters SIZE - 220 Liters MORE STORAGE SPACE IN DOOR

COLOURS ATTRACTIVE COLOURS

METALLIC COLOURS

COOLING QUICK COOLING CONDENSER (INSIDE)

KEEP FRUITS & VEGITABLES FRESH

MULTI -UTILITY SHELF

WATER DISPENSER

FROST FREE RETAIN NUTRITIVE CONTENTS OF FOOD

Present Product FeaturesASSUMED EXPECTED DELIGHTQUICK COOLING MORE STORAGE

SPACE IN THE DOORTELEVISION

METALLIC COLOURS UNIFORM COOLING(DOOR COOLING)

RADIO

220 Liters 500 Liters 750 Liters

CONDENSER(INSIDE)

RETAIN NUTRITIVE CONTENTS OF FOOD

GREEN IRON DOOR COOLING

FROST FREE MULTI – UTILITY SHELF

MICOM PANEL

KEEP FRUITS FRESH & HEALTHY

WATER DISPENSER GLASS DOOR/ AUTO. CLOSING DOOR

FREE RECIEPE BOOK FREE JUICER FREE MICROWAVE

Future Product FeaturesASSUMED EXPECTED DELIGHTMORE STORAGE SPACE IN THE DOOR

TELEVISION TV WITH INTERNET

UNIFORM COOLING(DOOR COOLING)

RADIO INBUILT MICROWAVE

500 Liters 750 Liters 1000 Liters

RETAIN NUTRITIVE CONTENTS OF FOOD

GREEN IRON DOOR COOLING

INBUILT AC

MULTI – UTILITY SHELF

MICOM PANEL Internal Energy Regeneration

WATER DISPENSER GLASS DOOR FULLY TRANSPARENT BODY

FREE JUICER FREE MICROWAVE FREE DTH

Dr.K.BaranidharanTHANK YOU

Thank You