Kano Model

Welcome to the third and final part of our series of articles on productivity methods. Today we introduce you to the Kano model, a tool for evaluating customer satisfaction.

What is the Kano Model?

The Kano model helps to categorize customer requirements and understand how these requirements influence customer satisfaction. It divides features and functions into five categories: Basic features, Performance features, Enthusiasm characteristics, Insignificant features and Rejection characteristics.

The Categories in Detail

Basic features: These features are expected by customers and are taken for granted. Their absence leads to dissatisfaction, but their presence is not particularly noticed.

Performance features: These features have a direct proportional influence on satisfaction. The better they are fulfilled, the more satisfied customers are.

Enthusiasm characteristics: These features provide surprising delight for customers, even though they are not expected. Their presence leads to high satisfaction, but their absence does not lead to dissatisfaction.

Insignificant features: These features have no influence on customer satisfaction.

Rejection characteristics: These features lead to dissatisfaction if they are present, as they are not desired by customers.

Implementation in Merlin Project

In project management, we often use the Triple Constraint to identify the core components of a project. These are time, cost and performance. The RICE scoring model can be used in project planning in particular to define the performance for the project. By categorizing into the 5 categories, activities that have a significant impact on customer satisfaction are prioritized.

Therefore, assign the highest priority to these activities in Merlin Project. We have already explained the concept of prioritization in our article on MoSCoW method, so here is just a brief summary:

Use the "Priority" field in the inspector for "Activity: Plan" > "Advanced" to prioritize activities or milestones according to how important their completion is for customer satisfaction.

Conclusion

The Kano model provides a valuable perspective on customer requirements and their impact on satisfaction. In combination with Merlin Project, you can ensure that your projects not only meet your customers' expectations, but exceed them.

This expires our three-part series of articles on productivity methods. Use these methods in Merlin Project to make your projects more efficient and customer-oriented.

Do you have any questions about the articles or would you like us to explain further concepts using Merlin Project? Then feel free to email us.