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Kano-Model-Based Vehicle Program Actions Planner

IP.com Disclosure Number: IPCOM000009249D
Publication Date: 2002-Aug-13

Publishing Venue

The IP.com Prior Art Database

Abstract

According to Dr. Noriaki Kano, there are three types of product quality that affect customer satisfaction: basic quality, performance quality, and excitement quality. Customers expect basic quality without compromise. If basic quality is not delivered, customer will be very disappointed. Performance quality measures how well the product meets customers' wants. Higher performance quality proportionally increases customer satisfaction. Customers do not expect excitement quality. If excitement quality is not delivered, customers are not disappointed. When excitement quality is delivered, customer satisfaction and sales volume increase. The Kano model of quality is demonstrated in Figure 1