Using the Kano model as part of your VoC process – Kano analysis

Once you have completed all your Kano surveys, you can summarize all the responses in an evaluation table, as shown in Figure 8.16 (note that this is only a partial image; the number of questions and customers should be considerably more than what is shown here):

Figure 8.16: Evaluation table

Once we have collected all this feedback, we need to summarize it further. The easiest method is to evaluate and interpret the answers according to the frequency of responses, as shown in Figure 8.17. As you can see in this image, we total up the number of A, M, I, P, R, and Q to fill in this table. The final grade for each question is whichever response gets the greatest number of votes from all the customers who have participated in our survey. In this case, we see that having good edge grip is a Performance attribute, skiing on all areas of the mountain is a Must-Be attribute, and skis with free edge sharpening and tuning would be a product...