Kano does seem to be in the air! I have come across atleast 4 blogs in the last few weeks bringing the Kano Model to the surface in the context of customer focus.

A few take aways & additional resources (at the end of this post) –

• the model forces design teams to think from a customer perspective & helps bring a balance of what can be delivered & what is expected to be delivered
• like a healthy food diet, service or product design too should allow for a proper mix of threshold, performance & excitement attributes

Such basic stuff ..yet needs to be reminded yet so often.

Resources:

• Kano Customer Satisfaction Model – http://www.12manage.com/methods_kano_customer_satisfaction_model.html
• Kano model on Wikipeida – http://en.wikipedia.org/wiki/Kano_model
• A nice 8 minute animated tutorial introducing the Kano Model – http://www.c2c-solutions.com/tutorial.htm
• Kano’s Methods for Understanding Customer-defined Quality – http://cqmextra.cqm.org/cqmjournal.nsf/2fff9754b9deecf5852566340064a8e6/489c0fea64a3f1838525684700552126/$FILE/RP02700.pdf
• The Kano Model: How to Delight your Customers – http://www.competence-site.de/dienstleistung.nsf/3397D512929D8241C1256AD8004B0027/$File/kano-model.pdf