| Six Sigma Success Relies On Kano Analysis |
| Written by Craig Calvin | |||
| Saturday, 10 January 2009 18:39 | |||
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Understanding the customer's needs and wants is a top priority for the manufacturing and service industries. A very simple, but extremely effective tool to accomplish this is the Kano Analysis. Knowing customer requirements is imperative to the growth of any company, as a satisfied customer will stay with your product and will likely bring in more customers over time. The Kano Analysis is used by Six Sigma implementation teams in charge of development of products and services to accomplish their goals.
Understanding the customer's needs and wants is a top priority for the manufacturing and service industries. A very simple, but extremely effective tool to accomplish this is the Kano Analysis. Knowing customer requirements is imperative to the growth of any company, as a satisfied customer will stay with your product and will likely bring in more customers over time. The Kano Analysis is used by Six Sigma implementation teams in charge of development of products and services to accomplish their goals. The intent of determining the true needs and wants of the customer, then matching those needs with the product, are the goals of Six Sigma implementation teams. The base formula is simple: the customer provides a wish list, and the manufacturer or service provider creates a widget or service. Upon delivery, the customer will find the product suitable, if all goes well. There are loosely three different outcomes in which the customers' reactions can be categorized. The most sought after situation is when the customer has his needs met and is satisfied. The next is if the customer is disappointed and is dissatisfied or even angry. The third is when the product or service exceeds customer expectations and the customer is delighted. The Kano Model addresses these levels of satisfaction into three categories: dissatisfiers, satisfiers and delighters. The dissatisfiers, those whose basic needs are unspoken requirements, are expected to be present without any special instructions. For example, an airline flight that is on time is expected and not requested. When the requirements are satisfiers, it means that the needs are specifically mentioned. Their provision can increase or decrease the satisfaction levels. For example, if a passenger were provided with a club lounge with internet access as per his requirement, he will be satisfied. If these things are not provided, that would make him dissatisfied. The third category is delighters, or satisfaction of excitement needs, where needs are satisfied beyond expectation. For example, when passengers flying on an airline are given services when needed urgently, even if the airport is closed, the guest would be highly delighted. When customers advise of their needs and requirements, that doesn't mean they can't and won't change their mind. They are continually changing their minds, and the service or product provider who recognizes this will be more successful in the long run. The old saying, "You can't please all of the people all of the time..." rings true in this instance. Nonetheless, it is important for companies to do their best to maintain an open forum of communication with their customer base. Remembering that the basic tenet of business is to satisfy the customer's needs, the company must do all it can to fill that requirement, or there will be an erosion of customer trust, leading to financial losses. Six Sigma, utilizing the Kano Model, is the tool that can train companies to recognize and listen to the customer, which is invaluable to the success of the business. About the Author: WWW.SixSigmaOnline.org is the highest respected provider for 6 Sigma. If you want to improve your possibilities of getting hired, start your Six Sigma training now, and get on the road to better opportunities.
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