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Define: The matrix of Kano

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After some generalities, you agree that it would be interesting to go to a more operational Lean Six Sigma ...

Some authors present the "voice of customer" as a fundamental element of the first phase of LSS. I think I will have the opportunity in an upcoming article, detailing why I have mixed feelings about the need for such tools ... However, in some cases it may be very useful to identify the customer's need. To do this: the practitioner has several tools that the matrix of Kano.

I personally had the opportunity to use it to evaluate training provided by high school Commercial ...

Here's how I proceeded:
1 - List the functions of the product or service you want to evaluate.
2 - Prepare a spreadsheet in a model to identify the opinions of each student.
3 - Simplifying the lives of clients by preparing dropdowns for the answers.
4 - Ask clients to learn the layout.
5 - Collect data

You will have noticed that customers must "note" each function depending on whether it is present or absent.
In this example for the "Apply the tools" each student must say what he thinks if indeed it can apply tools for training (if it makes him happy, if this is the minimum for him, if he does not care if he accepts it, or if it bothers him much). It will then do the same by imagining that the function is absent, ie if it does not apply the tools.

Following the data collection: it does not make an average of what everyone thinks ... It makes no sense because it is not a quantitative assessment! We must determine the "mode", ie the response that had the most instances. It should also verify that the answers are relatively close. Indeed judgments very heterogeneous pourraient laisser place à une conclusion biaisée du besoin réel des clients. Si vous vous retrouvez face à ce type de résultat il y a deux hypothèses : soit les clients ont mal appréhendé l'utilisation du l'outil (la matrice de kano peut paraître complexe si on n'est pas sensibilisé) soit les fonctionnalités ne sont pas révélatrices du produit ou de la prestation évaluée.

Pour mettre en valeur le recueil de vos données vous pouvez en faire une représentation comme ci-après :
A présent, vous disposez des tous les éléments pour définir quelle sera la typologie de chaque fonction. La typologie de la fonction se détermine with the following schedule:
List of types of function: A
- Function attractive
P - O
proportional Function - Function binding
I - C Function indifferent
- Function not (hostile)
D - Fault or understanding coding

example "original animation" is an attractive feature because students have valued their presence and they liked that they were missing when the latter accepted it.
Once you've determined the type of each function you can present on the matrix of Kano as below:

It'll then have to read the matrix. For example you can see that functions as attractive "to an original animation" or "make an animated presentation" to have more training but is not harmful if they are absent.
functions "example to illustrate" and "dynamic leader" are proportional. That is, the more the dynamic will host more students will enjoy the training. Attention, the reverse also works, training with a facilitator sluggish displeasing to the students. Finally
remain mandatory functions as a "brief introduction" or "meeting goals" that seem essential for students. It is at that AC does not necessarily satisfy them but it had disturbed many go without.

Voili voilo, we toured the use of the matrix of Kano. I personally find that its scope is very limited. But when you can use it, it provides a way of interpreting the appreciation of the different functions of a product or service very interesting.