Types of customers

 External Customer. (Out side organization)

 Internal
Customer. (Inside Organization Each
department is customer for other one)
 KANO Model for Customer Satisfaction
Satisfied
Delighters (Attractive)
• Not expressed
• Customer tailored Performance Needs (Satisfiers)
Over time delightful • Transcendent • Stated requirements
innovation becomes • Specified
• Measurable
another basic need • Technical

Fully implemented
Not implemented Requirements or
Requirements or expectations
expectations
Basic Needs (Must be)
• Not Stated requirements
• Taken for granted
• Implied
• Self- evident

Dissatisfied
KANO Model for Mobile Features (5 Years Ago)
Satisfied
Delighters (Attractive)
• Free Bluetooth headset
• Changeable cover Performance Needs (Satisfiers)
• Optical Zoom • Megapixel Camera
• Switchable LED light • Editing Microsoft Office documents
• High internal storage • Editing images
• Bluetooth
• Touchscreen
• Better screen resolution
• Clamshell Design
Not implemented Fully implemented
Requirements or Requirements or
expectations expectations
Basic Needs (Must be)
• Make and receive calls
• Text messages
• Web browser
• Operating System
• Storing telephone numbers / address book
• Games
• Camera
• Loudspeaker
• 3mm Jack
Dissatisfied
KANO Model for Mobile Features (Today)
Performance Needs (Satisfiers)
Satisfied • HD Camera with LED Flash
Delighters (Attractive) • HD Video Recording
• Free Sports Arm Band Case • Expandable memory
• Voice Command • OS updates
• Wifi Hotspot • Sleek Design
• Two – face Camera • Display resolution
• Dual Sim • Music and Video compatible formats
• Eye Tracker • Third party applications
• Bigger display

Not implemented Fully implemented

Requirements or Requirements or
expectations expectations
Basic Needs (Must be)
• Make and receive calls • Make and receive calls
• Text messages • Text messages
• Web browser • Web browser
• Operating System • Operating System
• Storing telephone numbers • Storing telephone numbers / address book
• Games • Games
• Front Camera • Front Camera

Dissatisfied