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Six Sigma Green Belt: Become a Kano Analysis Specialist

With increasing competition and constantly changing customer requirements, it has become exceedingly important to learn the art and science of prioritizing the most important needs and requirements of...

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  • English

Course Description

With increasing competition and constantly changing customer requirements, it has become exceedingly important to learn the art and science of prioritizing the most important needs and requirements of your customers. Kano Analysis is a unique tool that has a structured approach to understand these customer requirements, translates those needs/requirements into specific categories and prioritizes t...

With increasing competition and constantly changing customer requirements, it has become exceedingly important to learn the art and science of prioritizing the most important needs and requirements of your customers. Kano Analysis is a unique tool that has a structured approach to understand these customer requirements, translates those needs/requirements into specific categories and prioritizes them. This tool is extensively used by Six Sigma Green Belts and Black Belts in their Lean Six Sigma projects. The Kano Analysis is most effective in the Define Phase of any Six Sigma Green Belt or a Six Sigma Black Belt project. In the Define Phase, the Green Belt or the Black Belt looks for pain areas of the business process. When Kano Analysis is used, it helps understand customer requirements and provides a laser sharp focus on only those requirements that your customers care about. This tool can also be used as a standalone tool that is independent of a Six Sigma project.

What you’ll learn
  • learn the art and science of prioritizing
  • Can be used independently of Six Sigma projects.
  • Aligns business focus with customer expectations

Covering Topics

1
Section 1 : Introduction
2
Section 2 : Types of Customer Requirements (as defined by Kano)
3
Section 3 : The Kano Analysis Grid
4
Section 4 : The Kano Questionnaire
5
Section 5 : Kano Evaluation Table and Tabulation of Responses
6
Section 6 : The 7 Easy Steps to Construct a Kano Analysis
7
Section 7 : Advantages and Disadvantages of the Kano Analysis
8
Section 8 : Concluding the Program

Curriculum

      Section 1 : Introduction
1
Introduction Preview
2
What is Kano Analysis - An Introduction
3
Case Study - Introduction
4
Case Study (continued) - Introduction of the IMF Bank
5
Case Study (continued) - Ethan's Introduction
      Section 2 : Types of Customer Requirements (as defined by Kano)
6
Dissatisfiers or Basic Needs Preview
7
Satisfiers or Performance Needs
8
Delighters or Excitement Needs
9
Case Study Exercise
10
Section 3 Conclusion
      Section 3 : The Kano Analysis Grid
11
The Kano Analysis Grid - Basic Requirements
12
The Kano Analysis Grid - Performance Requirements
13
The Kano Analysis Grid - Delighter Requirements
14
The Kano Analysis Grid - Additional Requirement
15
The Kano Analysis Grid - Summary
      Section 4 : The Kano Questionnaire
16
Why use the Kano Questionnaire? Preview
17
Functional and Dysfunctional Forms of the Kano Questionnaire
18
Choices for each Kano Question
      Section 5 : Kano Evaluation Table and Tabulation of Responses
19
Introduction to the Kano Evaluation Table
20
Use of Kano Evaluation Table - An Example
21
The Kano Evaluation Table - What did we learn so far?
22
The Kano Tabulation Form
      Section 6 : The 7 Easy Steps to Construct a Kano Analysis
23
Step 01
24
Step 02
25
Step 03
26
Step 04
27
Step 05
28
Step 06
29
Step 07
30
Step 07 - Tool Tip
      Section 7 : Advantages and Disadvantages of the Kano Analysis
31
Advantages and Disadvantages of the Kano Analysis
      Section 8 : Concluding the Program
32
Concluding the Program

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