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Kano Model Mobile Example

The document discusses different types of customers and provides information on the Kano model of customer satisfaction. The Kano model classifies customer needs into three categories: basic needs, performance needs, and delightful features. Basic needs must be met for customers to be satisfied, performance needs directly impact customer satisfaction, and delightful features provide surprise and delight to customers over time. The document then provides examples of mobile phone features from 5 years ago and today to illustrate how customer needs have changed within the Kano model categories over time.

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Ebrahim Abdelrahman
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39 views4 pages

Kano Model Mobile Example

The document discusses different types of customers and provides information on the Kano model of customer satisfaction. The Kano model classifies customer needs into three categories: basic needs, performance needs, and delightful features. Basic needs must be met for customers to be satisfied, performance needs directly impact customer satisfaction, and delightful features provide surprise and delight to customers over time. The document then provides examples of mobile phone features from 5 years ago and today to illustrate how customer needs have changed within the Kano model categories over time.

Uploaded by

Ebrahim Abdelrahman
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Types of customers

 External Customer. (Out side organization)


 Internal
Customer. (Inside Organization Each
department is customer for other one)
KANO Model for Customer Satisfaction
Satisfied
Delighters (Attractive)
• Not expressed
• Customer tailored Performance Needs (Satisfiers)
Over time delightful • Transcendent • Stated requirements
innovation becomes • Specified
• Measurable
another basic need • Technical

Fully implemented
Not implemented Requirements or
Requirements or expectations
expectations
Basic Needs (Must be)
• Not Stated requirements
• Taken for granted
• Implied
• Self- evident

Dissatisfied
KANO Model for Mobile Features (5 Years Ago)
Satisfied
Delighters (Attractive)
• Free Bluetooth headset
• Changeable cover Performance Needs (Satisfiers)
• Optical Zoom • Megapixel Camera
• Switchable LED light • Editing Microsoft Office documents
• High internal storage • Editing images
• Bluetooth
• Touchscreen
• Better screen resolution
• Clamshell Design
Not implemented Fully implemented
Requirements or Requirements or
expectations expectations
Basic Needs (Must be)
• Make and receive calls
• Text messages
• Web browser
• Operating System
• Storing telephone numbers / address book
• Games
• Camera
• Loudspeaker
• 3mm Jack
Dissatisfied
KANO Model for Mobile Features (Today)
Performance Needs (Satisfiers)
Satisfied • HD Camera with LED Flash
Delighters (Attractive) • HD Video Recording
• Free Sports Arm Band Case • Expandable memory
• Voice Command • OS updates
• Wifi Hotspot • Sleek Design
• Two – face Camera • Display resolution
• Dual Sim • Music and Video compatible formats
• Eye Tracker • Third party applications
• Bigger display

Not implemented Fully implemented


Requirements or Requirements or
expectations expectations
Basic Needs (Must be)
• Make and receive calls • Make and receive calls
• Text messages • Text messages
• Web browser • Web browser
• Operating System • Operating System
• Storing telephone numbers • Storing telephone numbers / address book
• Games • Games
• Front Camera • Front Camera

Dissatisfied

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