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Kano Model

The Kano Model is a model for the analysis of customer requirements. There are five levels of quality. Basic Characteristics are implicit customer expectations. These features exist and only when they are not there does the customer notice, leading to dissatisfaction. One-dimensional Qualities are known to the customer and can create satisfaction or dissatisfaction based on how well they fulfill the requirements. Attractive qualities are value creating characteristics which were not expected and are distinguished features over the competition. Indifferent qualities are aspects that are neither good nor bad for the customer. Reverse qualities are when, for example, too many features lead to dissatisfaction and vice versa. The Kano model can be used to structure and evaluate ideas for products and services. In service concepts, once the basic characteristics and features are covered, other features can be included to create differentiation from the competition. Care should be taken to avoid costly customer dissatisfaction.

Project Examples

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Intelligence for Innovation
in4in in Latin America

CONOSCOPE cooperates with the SEPT International Program of the University of Leipzig and have been partners for over 10 years in training in the field of innovation management and innovation in Latin America. Our reference list includes more than 20[more]

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Intelligence for Innovation
in4in in Germany

As part of our training, we give companies an overview of the potential of service development and optimization by using Service Engineering. The training covers typical service development processes and methods.[more]

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Management of Innovation
Build up of a network for shared product development

Through the Innovation Project "INNOREGIO REPHYNA", we have identified network partners to develop new food and cosmetic products using healthy plant extracts and initiated a joint project in the program PRO INNO. We coordinated the definition of tar[more]

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2018
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