The Kano Model

The Kano model is more narrowly focused than the former two models discussed. Named for Dr. Noriaki Kano and widely described in the literature, t8], [91 the model is aimed at capturing the voice of the customer for requirements for products and service. Originally conceived in the 1970s as a quality tool for obtaining a good match of customer need and product feature and function, project managers can apply this tool not only for grading requirements but also for evaluating budget allocations and priorities, and for assessing qualitative risks. In this regard, Kano models are quite useful for project managers who must make dollar decisions about where discretionary funds can be best leveraged for business value.

Kano really only addresses two of the focus areas already described: customer perspective and product excellence. The Kano model pretty much ignores operational effectiveness, except as operational effectiveness is reflected in product or service quality that influences customer satisfaction. Of the three models, the Kano model is very tactical and applies readily to projects.

The Kano model is most often represented as a graph, with two axes as shown in Figure 1-4. The vertical axis is the customer satisfaction scale, reaching from very satisfied, to indifferent in the center, to very dissatisfied. Although a numeric scale is not often used, project managers seeking more quantification could apply a scale. [101

V = Customer Satisfaction

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—Increasing sshsfactlon «ver wjlh missing or withheld functions

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Project Management Made Easy

Project Management Made Easy

What you need to know about… Project Management Made Easy! Project management consists of more than just a large building project and can encompass small projects as well. No matter what the size of your project, you need to have some sort of project management. How you manage your project has everything to do with its outcome.

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