Question

Question 2

“The customer is always right.” Do you agree or disagree with this statement? Support your answer with examples of how quality should be defined and how the Kano model links to customer expectations. This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable.

Answer 1

The Kano Model of Customer Satisfaction classifies product attributes based on how they are perceived by customers and their effect on customer satisfaction. These classifications are useful for guiding design decisions in that they indicate when good is good enough, and when more is better. The Kano Model is also known as “Kano Analysis” was created by Japan’s Dr. Noriaki Kano in 1984 and to this day it remains to be a useful tool in Product and Service Development. The model brings out the nonlinear relationship between the product performance and customer satisfaction. The model divides product attributes into four categories: threshold, performance

In the present times, there is an increasing demand on the firms to come out with newer products more quickly and more frequently. The time gap between the conception of an idea and the final product is under severe pressure. This phenomenon has caused a shift from post production quality control to design based quality control where the defects in the first place are prevented rather than repairing. Companies are now gaining by adopting Design for Six Sigma (DFSS) combined with Quality Function Deployment (QFD). The information obtained from the Kano Model Analysis, specifically regarding performance and excitement attributes, provides valuable input for the Quality Function Deployment process (Model.doc). Further, the Kano Model becomes an essential tool when working on a Six Sigma project focusing on customer satisfaction.