The Kano Model in the Development of Customer Oriented Products

Abstract

In today’s modern competitive market, the purpose of every business is to adopt strategies and technologies to manage their interactions with their current and potential customers. This is possible only when an organization listens to the customer’s voice, pitching customer requirements with the best of their inputs. Kano’s model offers an effective method for both industries and academic research in classifying different customer requirements into different categories based on their impact on Customer Satisfaction, obtaining competitive and accurate information about customer requirements. The aim of this chapter is to try to facilitate practitioners in future research about the further development of Kano’s model and organizations in the future use of the Kano approach to correctly identify customer requirements and channelize their resources in the right direction.