Kano Meets Mini - A Love Story

Dr. Ken Feldman, Principal Consultant, Optec Consulting, LLC, Aventura, FL, USA

Keywords: Kano Analysis, Voice of the Customer, Customer Needs

Industry: All

Level: Intermediate

Abstract

The Kano Model and subsequent analysis is a relatively known solution for analyzing and categorizing customer needs. It is often represented in a diagram describing the typical needs as Must-Be's, Performance or Delighters. While there are a few Excel based tools for doing the collection and compilation of customer feedback, I have not seen anything that provides a clear picture of the customer data. My presentations always strive to provide a useful takeaway that a participant can use the day after the conference. I am unsure as to how much awareness there is in the marketplace about Minitab Workspace. My intent is to use a generic and fun example where I use some simple Mini Stat Software functions to display 50 customer responses to a hypothetical Kano survey. I would then upload that to Workspace and show how it can be used to understand customer need classifications. The format of the presentation would be to introduce and have a quick discussion about Kano. This would be followed by a quick intro to Workspace and the Kano Model function. The remainder of the session would be the presentation of my sample application.