Kano model

摘要

The Kano model is a quality management techniquethat can be used for measuring satisfaction with existing products or services, or for planning the development of new ones. The model is actually a collection of ideas developed in the early 1980s by Dr Noriaki Kano, professor at Tokyo University of Science and 1997 recipient of Japan's individual Deming Prize. The Kano model has been so wide-spread that it is now used in automotive, healthcare, financial services, hospitality, consumer electronics, and software design settings. When first articulated, the model challenged the conventional belief that each product attribute contributed equally to overall customer satisfaction. Instead, Kano's thinking about types of quality helped to prioritise customer requirements by sorting the features of a product into defined quality categories.