tqm - kano model - final year ece - sri sairam institute of technology - dr.k.baranidharan

7/27/2019 TQM - KANO MODEL - FINAL YEAR ECE - SRI SAIRAM INSTITUTE OF TECHNOLOGY - DR.K.BARANIDHARAN

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Dr.K.Baranidharan

Present by


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TOTAL

QUALITY

MANAGEMENTQM

217 August 2013


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KANO

MODEL

Presented by

Dr.K.Baranidharan


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KANO MODEL

Presented by..

Dr.K.Baranidharan


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+

+-

-

Satisfact ion

Dissat isfact ion

Service

Dysfunct ions

Service

Ful ly

Funct ions

EXCITERS

Must Be

MORE IS

BETTER

Less sat isf ied when the

produ ct or service is less

funct ion al, but cannot

increase s at isfact ion

subs tant ial ly i f o perat ional

- "up-t ime"

If the requirem ent is absent

i t does not cause

dissat isfact ion, but i t w i l l

del ight cl ients if present -

"camera opt ions"

The more requirements

are met the more one is

satisf ied

KANOS MODEL


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Model Diagram


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Basic Features(needs)

These are attributes, without which a productwould simply be unacceptable.

The customer takes them as prerequisites and

may not even mention them, though they areessential.

Failure to provide them causes greatdissatisfaction; however, putting effort into

enhancing basic features leads to no extracustomer satisfaction and may add unnecessarycost and complexity to the product.


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Performance Features

These are features that provide a real benefit tothe customer, and the more highly implementedthey 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 usuallyanother.


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Excitement features

These give the customer unexpected value andmay be attractive out of all proportion to theobjective benefits they give.

The problem is that traditional market research(surveys and focus groups) is unlikely to identify

the requirements for excitement features.


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Product LG Refrigerators


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Past Product FeaturesASSUMED EXPECTED DELIGHTSIZE -160 Liters SIZE - 220 Liters MORE STORAGE

SPACE IN DOOR

COLOURS ATTRACTIVECOLOURS

METALLIC COLOURS

COOLING QUICK COOLING CONDENSER(INSIDE)

KEEP FRUITS &VEGITABLES FRESH MULTI -UTILITYSHELF WATER DISPENSER

FROST FREE RETAIN NUTRITIVECONTENTS OF FOOD


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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 NUTRITIVECONTENTS OF FOOD

GREEN IRON DOORCOOLING

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


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Future Product FeaturesASSUMED EXPECTED DELIGHTMORE STORAGESPACE IN THE DOOR

TELEVISION TV WITH INTERNET

UNIFORM COOLING

(DOOR COOLING)

RADIO INBUILT

MICROWAVE

500 Liters 750 Liters 1000 Liters

RETAIN NUTRITIVECONTENTS OF FOOD

GREEN IRON DOORCOOLING

INBUILT AC

MULTI

UTILITYSHELF MICOM PANEL Internal EnergyRegeneration

WATER DISPENSER GLASS DOOR FULLYTRANSPARENT BODY

FREE JUICER FREE MICROWAVE FREE DTH


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Dr.K.Baranidharan

THANK YOU


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tqm - kano model - final year ece - sri sairam institute of technology - dr.k.baranidharan

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