Quality Management Article Summary Wk 3

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SATISFYING CUSTOMERS WITH THE KANO MODEL

When a company is looking to satisfy their customers a common model to emulate is known as the Kano Model. As discussed in this courses text we have learned about the Kano model and the technicalities of how it can be used to ensure customer satisfaction as well as exceeding those satisfactions. To dive deeper into the subject I decided to further write a summary on a scholarly article regarding this model so that I could further my knowledge and paraphrase the importance of this lesson for others. The article I chose was titled, “Kano model: how to satisfy customers?” (2016)

KEY POINTS

BACKGROUND

Customer satisfaction has become and can arguably always has been the most important aspect of a business (assuming there is competition) so when a company needs to ensure that they are not simply taking guesses at what the customers are looking for and want a logical approach to ensuring success should be implemented. The Kano model does just that, it takes this idea of approaching customer satisfaction with measurable success and breaks it up into three product requirements/features that can then be incorporated into a product and help esure that the customers will be satisfied or overly enthusiastic about their purchase and the product. The three features are as follows:

1) MUST HAVE FEATURES: These features are the products nuts and bolts that the consumer simply expects the product to have. For example, if a buyer was looking at a car they would not be dazzled by the salesman telling them that there is oil in the engine and it comes with a free steering wheels and tires. Those items are simply expected to be there.

2) PERFORMANCE OR ONE DIMENSIONAL FEATURES: These features are the measurable features that can be articulated and technically identified to the customer so that they know the performance or quality…...

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