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Continuous Improvement Toolkit

Kano Analysis


Check Sheets

DataCollection

Process MappingFlowcharting

Flow Process Charts

5S

Value Stream Mapping

Control Charts

Mistake Proofing

Tree Diagram*

UnderstandingPerformance

Fishbone Diagram

Design of Experiment

ImplementingSolutions**

Creating Ideas

Brainstorming Attribute Analysis

Deciding & Selecting

Decision Tree

Force Field Analysis Cost Benefit Analysis

Voting

Planning & Project Management*

Value Analysis

Kaizen Events

Quick Changeover

ManagingRisk

FMEA

PDPC

RAID Log*

Observations

Focus Groups

UnderstandingCause & Effect

Pareto Analysis

IDEF0

5 Whys

Matrix DiagramKano Analysis

KPIs

Lean Measures

Importance-Urgency Mapping

Waste Analysis

Fault Tree Analysis

Relationship Mapping*

Benchmarking**

SCAMPER**

C&E Matrix

Confidence Intervals

Pugh Matrix

SIPOC*

Prioritization Matrix

Stakeholder Analysis

Critical-to Tree

Paired Comparison

Improvement Roadmaps

Interviews

QFD

Graphical Analysis

Lateral Thinking

Hypothesis Testing

Visual Management

Ergonomics

Reliability Analysis

Cross Training

How-How Diagram**

Flow

Time Value Map

ANOVA

Gap Analysis*

Traffic Light Assessment

TPN Analysis

Decision Balance Sheet

Suggestion systems

Risk Assessment*

AutomationSimulation

Break-even Analysis

Service Blueprints

DMAIC

Process Redesign

Run Charts

TPM

Control Planning

Chi-Square

SWOT Analysis

Capability Indices

Policy Deployment

Data collection planner*

Affinity DiagramQuestionnaires

Probability Distributions

Bottleneck Analysis**

MSA

Descriptive Statistics

Cost of Quality*

Process Yield

Histograms & Boxplots

Just in Time

Pick Chart

Portfolio Matrix

Four Field Matrix

Root Cause Analysis Data Snooping

Morphological Analysis Sampling

Spaghetti Diagram

Pull

OEE

Mind Mapping*

Project Charter

PDCA

Designing & Analyzing Processes

CorrelationScatter PlotsRegression

Gantt Charts

Activity NetworksRACI Matrix

PERT/CPMDaily Planning

MOST

Standard work Document controlA3 Thinking

The Continuous Improvement Map

Multi vari Studies


A framework to analyze customer needs.

Helps understanding how a product or servicefits customer needs.

Helps categorizing and prioritizing thedifferent features of a product or service:• Based on their impact to customer satisfaction.

Those categories are then considered whenanalyzing potential opportunities for improvement.

- Kano Analysis


The types of features that influence customer satisfaction:

• The must be features.

• The performance features.

• The excitement features.

• The indifferent features.

• The reverse features.

- Kano Analysis


Must Be Attributes:

The basic criteria and the reasonable level of quality.

Customers take them for granted.

If these requirements are not present or are insufficient:• Customers will be extremely dissatisfied.

If they are present or are sufficient:• They will not bring satisfaction.

Examples:• The timely & responsive customer service.

• The defect-free product.

• The brakes and the windshield of the car.

- Kano Analysis

Must Be


Performance Attributes:

They are not absolutely necessary.

They result in satisfaction when fulfilledand dissatisfaction when not fulfilled.

The more you provide, the more thecustomer is satisfied.

Organizations use them to prioritizetheir efforts.

Examples:• The speed of answering a phone in a call center.

• The reduced amount of spoilage in a production line.

• The warranty period and the fuel consumption of the car.

- Kano Analysis

Satisfiers


Delighters:

Organizations should aim for givingcustomers more than what they expect.

The fulfillment of them will lead tohigh customer satisfaction.

They distinguish your product or service.

They are often:• Unexpected and Unspoken.

• Provided to the customers for no extra money.

An example:• A basket of fruit after having booked a room in a hotel.

- Kano Analysis

Delighters


The indifferent attributes are those whose presence and absence do not bring satisfaction.

Examples are those product features that are never or rarely used by the customer.

- Kano Analysis

Indifferent


The reverse attributes are those whose presence brings dissatisfaction.

Some customers prefer high-techproducts, while others prefer thebasic model of a product and willbe dissatisfied if a product hastoo many extra features.

- Kano Analysis

Reverse


- Kano Analysis

Must Be

Delighters

Satisfiers

Unspoken

Revealed

Unspoken

Degree ofachievement

Customersatisfaction


Using the Kano Model: With your team, brainstorm all of the possible features.

Brainstorm everything you can do to excite your customers.

Classify all features as basic, satisfier, delighter, indifferent, reverse, or not relevant.

Cut out all the indifferent and the non-relevant attributes.

Make sure your product has all appropriate basic features.

Select the right performance features so thatthe product can be delivered at a price whichthe customer is ready to pay.

Think how you can build some delighters intoyour product.

- Kano Analysis


Tips:

The Kano Model highlights how the customer requirements are constantly changing.

Today’s delighters becomes tomorrow’s must be’s, requiring us to constantly come up with new delighters.

It does not present methods to be applied to carry out improvement activities.

Results of applying the Kano Model can be used in the Quality Function Deployment (QFD) matrix to clarify relationship between customer needs and technical requirements.

- Kano Analysis

continuous improvement toolkit · continuous improvement toolkit . using the kano model: with your...

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