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Kano Model

  • Jeff Dalton
Chapter

Abstract

The Kano Model is a technique used in product development to identify the most appropriate mix of features in order to maximize the satisfaction of a product. When using the Kano Model, product features are grouped into three categories: Basic, Performance, and Exciters. The Basic category contains features that the product is expected to have. For example, if the product is an automobile, turn signals would be considered a basic feature. These features do not drive satisfaction with the product, but the absence of a Basic feature can lessen customer satisfaction with a product. The Performance category contains features that can drive a linear increase in satisfaction. Features that fall into the Exciter category are the type of features that can differentiate the product and make it stand out from the competition in the market.

Copyright information

© Jeff Dalton 2019

Authors and Affiliations

  • Jeff Dalton
    • 1
  1. 1.WaterfordUSA

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