Making the Connection
Making the Connection
- Publication:
- Six Sigma Forum Magazine
- Date:
- February 2011
- Issue:
- Volume 10 Issue 2
- Pages:
- pp. 20-25
- Author(s):
- Smith, Larry R., Antony, Jiju
- Organization(s):
- Ford Motor Company, Dearborn, MI, and the Quality Smith, University of Strathclyde, Glasgow, Scotland, UK
Abstract
Noriako Kano developed a model to understand customer reactions to products, a useful tool in identifying critical-to-quality (CTQ) requirements for lean Six Sigma projects. Kano’s model identifies expected characteristics, which decrease satisfaction if not included, satisfying characteristics, which increase satisfaction the more they are included and attractive characteristics, which are not expected but increase satisfaction if present. The classification of characteristics and their strength under the Kano model can be used to identify tradeoffs and prioritize activities. In 2001, Ford Motor Co. used a Kano questionnaire to help understand the expected, satisfying and attractive characteristics of one of their SUVs.
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