Group 7 SSP031 – M3 KANO ANALYSIS

Hinto, Addam Zyrill P. Tan, Hazel Grace A.

Libaton, Jazel Tapic, Nimar C.

Sullano, Angelica U. Tiodianco, Jerard R.

Sumagpao, Gerald Paul L.

MICROSOFT OFFICE

INTRODUCTION

Microsoft has been a part of a student's life for a long time. Most school

computers and personal laptops have a Microsoft office 365 installed due to a

massive modernization effort. Students can use it from making essays, term

papers, PowerPoint presentations, and all kinds of projects. The use of Microsoft

office 365 is more significant now that we are pandemic, online classes were

prevalent, and schools were shifting from traditional Face to face classes to digital

mediums to teach. Using Microsoft for a very long time from Elementary to College,

students can develop habits like memorizing the shortcut keys and stick to the

same familiar interface. However, over the years, Microsoft has added numerous

features that can help students do their work a lot easier, such as Simulation

Collaboration, Microsoft Office Simple Sharing, Cross-Device Compatibility,

Office Online, Resume Reading, Smart Lookup, and Helpful Versioning. Also,

researchers added some features for this product. These are Gamification,
 Downloading Options, Enhancement of Some Apps, and Option to Save in

OneDrive.

With the added features, the researchers wanted to test each feature's

value using the Kano Analysis/Model. The Kano Model is a technique for analyzing

and measuring consumer needs. It is a method of determining a customer's basic

demands and performance, and excitement requirements (Sapio Research, n.d.).

This model is built on the idea that functionality is not the only factor to consider

when determining how "excellent" a product is; customer emotions should also be

considered.

2 BEST FEATURES OF THE PRODUCT

• Simultaneous Collaboration

This feature allows real-time co-authoring. It means that it allows online

collaboration with colleagues showing the changes that one had made in Word,

Excel, and PowerPoint files.

• Helpful Versioning

It enables a consumer to restore, store and track an old version in his/her

list of items or files in the library.

KANO ANALYSIS

To start with the study about the consumers' feelings regarding the added

features of Microsoft Office, the researchers surveyed 36 respondents, all from

Cebu Institute of Technology – University college students.

With that, the researchers were able to gather data on consumers'

functional and dysfunctional feelings towards the features of the product and

collated it to generate a Kano Model. See the figures below.

RESULTS AND CONCLUSION

The results show that Gamification is the only feature that falls in the

indifferent category. It means that Gamification lies at the center of the Kano-

Model, which means that feature will not affect the degree of user satisfaction and

performance, whether it is present or not (Heflo, n.d.). Its Kano Model is below.

On the other hand, Simultaneous Collaboration, Microsoft Office Simple

Sharing, Office Online, and Resume Reading features fall from a

delighter/attractive kano category. It means that these four (4) features help attract

attention to consumers, but they are not the basic/threshold features of the

product. If these features exist, it is better. However, if they do not exist, it does not

mean that the consumer would not be satisfied. Below is its Kano Model
 Lastly, Cross-Device Compatibility, Smart Lookup, Helpful Versioning,

Downloading Options, Enhancement to some Apps, and Option to Save in

OneDrive features are in one-dimensional/performance Kano Category. It means

that the consumer will be more satisfied when these features will be included. In

other words, the more features that fall in the one-dimensional category will be

included, the more the consumer will be satisfied. Below is its Kano Model.
 Therefore, the added and to be added features of the Microsoft Office fall

in the three categories of Kano Analysis, which are indifferent, attractive, and one-

dimensional.

Above the Kano Model of the Features of Microsoft Office

REFERENCES

Sapio Research (n.d.) Kano Analysis Retrieved from:

https://sapioresearch.com/kano-analysis

Heflo (n.d.) 3 Kano model examples and how to use it in processes Retrieved from:

https://www.heflo.com/blog/customer-service/kano-model-examples/