7 Easy Steps to Construct Kano Analysis

With increasing competition and constantly changing customer requirements, it has become exceedingly important to learn the art and science of prioritizing the most important needs of our customers. Kano Analysis is a unique tool that has a structured approach to understand these customer requirements, translate them into specific categories defined by Kano and then prioritize them. The tool is unique and been effectively used for over two decades by several organizations across various industries. There is limited material available on the internet that can explain this tool in a simple, easy to understand and an engaging way. By virtue of this training, we have simplified the usage of this tool into 7 Easy Steps. This training will help you to effectively construct the Kano Analysis in these 7 steps.

Learn Everything About Kano Analysis and Master the Art of Creating the Kano Analysis.

What will you learn in this course?

• Systematically Identify and Prioritize Customer Requirements
• Explore Customer’s Stated and Latent Needs
• Use Kano Questionnaire and Kano Evaluation Table to Perform Kano Analysis
• List your Customers Needs to Dissatisfiers, Satisfiers, and Delighters Categories
• Use the Kano Analysis Grid to classify customer requirements in specific defined categories

Course Overview

You will begin this course by understanding Kano Analysis. You will be taken through a case study. You will then discuss the dissatisfiers or basic needs, satisfiers or performance needs, and delighters or excitement needs. You will further discuss the Kano Analysis Grid for Basic, Performance, and Delighter Requirements. You will then be explained the use of the Kano Questionnaire and you will learn the functional and dysfunctional forms of this questionnaire. You will then go through the Kano Evaluation table with an example. You will discuss the seven steps to construct a Kano Analysis. At the end of the course, you will learn the advantages and disadvantages of the Kano Analysis.

Instructor Support:

If you have any questions that need to be addressed immediately, please feel free to drop a note to [email protected]. My customer friendly team will be happy to respond as soon as possible.

Expectations from Students:

Candidates going through this course are expected to:

• Go through each lecture as outlined in the course material.
• Complete the activities provided along with the real-life case study. These are self-reflection activities. An activity solution lecture succeeds each activity lecture. Please use these activity solution lectures to validate your activity answers.
• You can use the Q&A Discussion forum to upload your activity solutions. Please be advised that the instructor will not review every activity solution. The discussion forum is for students of this course to connect and discuss the topic with each other. Questions posted on the Q&A Discussion board may or may not be reviewed by the instructor. Thus, if you have any query that needs instructor intervention, it is advisable to send an email to [email protected].

Assessment Details:

• Once you complete all the course lectures, you will receive a Certificate of Completion of this course.
• You may also apply for AIGPE’s official Kano Analysis Specialist Certification Exam to earn AIGPE’s Kano Analysis Specialist Certification. The Guidelines to apply for this certification exam and the exam link is provided in one of the last lectures of this course. Kindly be advised that applying and earning this Credential is OPTIONAL and is NOT a mandatory part of course completion.

Most important benefits of this course:

• Learn the technique to categorize customer requirements and then prioritize them using Kano Analysis.
• Enhance your profile by becoming a bridge between your customers and the business processes.
• Construct Kano Analysis in 7 easy steps.

Kano Analysis is a method to help understand customer needs and wants and prioritize them. Using this tool, a business can plan effective utilization of its resources (time, money, man-power, etc) by allocating them to value creating activities for their customers.

Almost 58% of Lean Six Sigma and Quality professionals DO NOT have a thorough understanding of Kano Analysis. Most newbies seek a theoretical overview of the functioning of the tool. Project managers want to use this tool; they see tremendous benefit but don’t know where to start. Using this tool has a positive impact on an individual’s career because it helps connect each department involved in planning and the design process with the customer. By learning Kano Analysis, you can be the catalyst to transform your organization’s products and services and bring lasting changes for your customer and your business process.

We begin this course by understanding an overview of Kano Analysis. We learn the types of customer requirements. We then learn how to build the Kano Analysis Grid. It is followed by a discussion on building and administering the Kano Questionnaire. The responses received from your customers on the Kano Questionnaire are then tallied with the Kano Evaluation Table. We categorize each requirement and learn how to prioritize them. Finally, all these steps are synchronized into 7 easy steps. Finally, we conclude the discussion by learning the advantages and disadvantages of using the Kano Analysis.

The entire discussion is supplemented with a classic case study. This case study evolves as you go through understanding each topic.