Kano Analysis to Prioritize Customer Needs and Expectations

说明
本课程不仅仅是对卡诺模型的基本介绍。本课程解释了基本概念，并提供了对客户需求和期望进行详细分析的工具。

1. Microsoft Excel 和 Google Forms 用于收集客户对各种产品功能的反馈。

2. Microsoft Excel 用于分析客户响应。

调查问卷由每个功能的功能性问题和功能性问题组成。根据对这些问题的回答，一个特征可以分类为：

1. 必备品质

2. 一维质量

3. 有吸引力的品质

4. 淡漠品质

5.反向质量

根据多个客户响应为每个功能创建一个汇总表。这有助于了解特征属于哪个类别。为了优先考虑特征并以图形形式呈现摘要，创建了更好/最差图。

使用表单的笔/纸格式执行所有这些步骤并手动对特征进行分类是一个耗时且乏味的过程。如果调查规模更大，则手动计算是不可能且不切实际的。为此，我们将使用 Microsoft Excel 并使用一些高级功能（INDEX、XMATCH 和 COUNTIF 函数）来执行分析。

该工具被产品开发专业人士广泛使用，以决定应在新产品或产品的升级版本中实现哪些功能。

您将学到什么：
使用 Kano 模型，您将能够了解客户的需求和期望
您将能够优先考虑将导致更高客户满意度或更低客户满意度的客户需求
本课程超越基础理论，并为您提供工具（提供 Microsoft Excel 模板）以进行更大规模的卡诺分析。

要求
参加本课程没有先决条件。

Understand Kano Model and get the tools/templates required to do a detailed analysis

MP4 | Video: h264, 1280×720 | Audio: AAC, 44.1 KHz, 2 Ch
Genre: eLearning | Language: English + srt | Duration: 16 lectures (1h 47m) | Size: 837.9 MB

What you’ll learn:
Using Kano Model, you will be able to understand the customer needs and expectations
You will be able to prioritize customer needs that will lead to higher customer satisfaction or lower dissatisfaction
This course goes beyond basic theory and provides you with the tools (Microsoft Excel template provided) to conduct Kano Analysis at a bigger scale.

Requirements
There is no prerequisite to take this course.

Description
This course is NOT just a basic introduction to Kano Model. This course explains the basic concepts and provides tools to perform a detailed analysis of customer needs and expectations.

1. Microsoft Excel and Google Forms are used to collect customer feedback on various product features.

2. Microsoft Excel is used to analyze customer responses.

The survey questionnaire consists of the functional and dysfunctional questions for each feature. Based on the response to these questions, a feature could be classified as:

1. Must-be Quality

2. One-dimensional Quality

3. Attractive Quality

4. Indifferent Quality

5. Reverse Quality

A summary table is created for each feature based on multiple customer responses. This helps in understanding which category a feature belongs to. To prioritize features and to present the summary in graphical form, a Better/Worst Plot is created.

Performing all these steps using a pen/paper format of the form and manually classifying the features is a time-consuming and boring process. If the survey is conducted on a bigger scale the manual calculations are impossible and impractical to perform. For this, we will be using Microsoft Excel and use some advanced features (INDEX, XMATCH and COUNTIF functions) to perform the analysis.

This tool is widely used by product development professionals to decide what features should be implemented in the new product or in the upgraded version of the product.

Six Sigma and improvement professionals also use this tool to decide what improvement initiatives should be prioritized.

Who this course is for
People involved in product development or product improvement
Six Sigma and Lean professionals/experts
Improvement professionals and consultants
Quality Engineers, Quality Managers and Quality Directors
Product or Project Managers