Kano model

Description

The Kano model assesses the impact on customer satisfaction of different attributes of process output by assigning it to one of 3 broad categories.

Consider using with

Tool name Description
Critical to success tree Identify needs
Voice of customer Assess needs

Comments (1)

Average rating 3.00

Steve Pleshey - 08/06/2009 17:26:33 3 out of 5
We use Kano's model following on from the CTS tree. It's a useful tool for the team to balance conflicting needs and cto ome up with an optimal aim for the process output
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