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Kano Analysis

Kano Analysis

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Published by Siddharth

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Published by: Siddharth on Aug 02, 2009
Copyright:Attribution Non-commercial

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03/03/2011

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KANO ANALYSISKANO ANALYSIS
 done by:done by:ADITYA BHATNAGAR ADITYA BHATNAGAR HIMANSHU YADAVHIMANSHU YADAVMONICA MALIK MONICA MALIK YASHWANT MOHANTYYASHWANT MOHANTYSUNIL BHAKUNISUNIL BHAKUNI
(Of JAIPURIA INSTITUTE OF MANAGEMENT)(Of JAIPURIA INSTITUTE OF MANAGEMENT)
 
Kano’s Model Satisfaction As AKano’s Model Satisfaction As AFunction Of Need FulfilmentFunction Of Need Fulfilment
y axis is Customer Satisfaction x axis is the degree to which the desired service or product is fulfilled 
(Broken Process)(Product Failure)
DissatisfiedFeelingSatisfiedFeeling
   C  u  s   t  o  m  e  r   S  a   t   i  s   f  a  c   t   i  o  n
Fulfilment 
FulfilledConditionUnfulfilledCondition
(Perfect Process)(Product Performs)
 
Kano’s Model Three Dimensions Of Kano’s Model Three Dimensions Of Customer NeedsCustomer Needs
(BrokenProcess)(ProductFailure)
DissatisfiedFeelingSatisfiedFeeling
   C  u  s   t  o  m  e  r   S  a   t   i  s   f  a  c   t   i  o  n
Fulfilment
FulfilledConditionUnfulfilledCondition
(Perfect Process)(ProductPerforms)
DelightersOne-DimensionalMust-Be

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