Resumé
| Originalsprog | Engelsk |
|---|---|
| Titel | Proceedings of the 17th International Continuous Innovation Network Conference : Innovation and tradition: combinding the old and the new |
| Redaktører | Katharina Hölzle, Jennie Björk |
| Antal sider | 11 |
| Forlag | Continuous Innovation Network |
| Publikationsdato | 2017 |
| ISBN (Elektronisk) | 978-90-77360-19-4 |
| Status | Udgivet - 2017 |
| Begivenhed | 17th International Continuous Innovation Network Conference: Innovation and tradition: combining the old and the new - Politecnico di Torino, Turin, Italien Varighed: 11. sep. 2016 → 13. sep. 2016 Konferencens nummer: 17 |
Konference
| Konference | 17th International Continuous Innovation Network Conference |
|---|---|
| Nummer | 17 |
| Lokation | Politecnico di Torino |
| Land | Italien |
| By | Turin |
| Periode | 11/09/2016 → 13/09/2016 |
Fingeraftryk
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Expansion of the Kano model to identify relevant customer segments and functional requirements. / Atlason, Reynir Smari ; Stefansson, Arnaldur Smari; Wietz, Miriam; Giacalone, Davide .
Proceedings of the 17th International Continuous Innovation Network Conference: Innovation and tradition: combinding the old and the new. red. / Katharina Hölzle; Jennie Björk. Continuous Innovation Network, 2017.Publikation: Bidrag til bog/antologi/rapport/konference-proceeding › Konferencebidrag i proceedings › Forskning › peer review
TY - GEN
T1 - Expansion of the Kano model to identify relevant customer segments and functional requirements
AU - Atlason, Reynir Smari
AU - Stefansson, Arnaldur Smari
AU - Wietz, Miriam
AU - Giacalone, Davide
PY - 2017
Y1 - 2017
N2 - The Kano model of customer satisfaction has been widely used to analyse perceived needs of customers. The model provides product developers valuable information about if, and then how much a given functional requirement (FR) will impact customer satisfaction if implemented within a product, system or a service. A current limitation of the Kano model is that it does not allow developers to visualise which combined sets of FRs would provide the highest satisfaction between different customer segments. In this paper, a stepwise method to address this particular shortcoming is presented. First, a traditional Kano analysis is conducted for the different segments of interest. Second, for each FR, relationship functions are integrated between x=0 and x=1. Third, integrals are inserted into a combination matrix crossing segments and FRs, where FRs with the highest sum across the chosen segments are identified. At last, the functions of the chosen segments with the smallest interval, define the FRs appealing to the biggest target group. The proposed extension to the model should assist product developers within various fields to more effectively evaluate which FRs should be implemented when considering more than one combined customer segment. It further shows which segments provide the highest possibility for high satisfaction of combined sets of FRs. We demonstrate the usefulness of this approach in a case study involving customers’ preference for outdoor sports equipment.
AB - The Kano model of customer satisfaction has been widely used to analyse perceived needs of customers. The model provides product developers valuable information about if, and then how much a given functional requirement (FR) will impact customer satisfaction if implemented within a product, system or a service. A current limitation of the Kano model is that it does not allow developers to visualise which combined sets of FRs would provide the highest satisfaction between different customer segments. In this paper, a stepwise method to address this particular shortcoming is presented. First, a traditional Kano analysis is conducted for the different segments of interest. Second, for each FR, relationship functions are integrated between x=0 and x=1. Third, integrals are inserted into a combination matrix crossing segments and FRs, where FRs with the highest sum across the chosen segments are identified. At last, the functions of the chosen segments with the smallest interval, define the FRs appealing to the biggest target group. The proposed extension to the model should assist product developers within various fields to more effectively evaluate which FRs should be implemented when considering more than one combined customer segment. It further shows which segments provide the highest possibility for high satisfaction of combined sets of FRs. We demonstrate the usefulness of this approach in a case study involving customers’ preference for outdoor sports equipment.
KW - Kano model
KW - customer satisfaction
KW - Innovation
KW - segmentation
M3 - Article in proceedings
BT - Proceedings of the 17th International Continuous Innovation Network Conference
A2 - Hölzle, Katharina
A2 - Björk, Jennie
PB - Continuous Innovation Network
ER -