SSP031 QFD & Kano Analysis

What is the House of Quality?

• A marketing tool

• A project management technique

• A quality improvement tool

• A financial analysis tool

What is the purpose of the House of Quality?

• To create a visual representation of customer needs

• To create a product design based on customer needs

• To identify potential problems in product design

• All of the above

What is the first step in creating a House of Quality?

• Identify customer needs

• Determine the relationship between customer needs and product features

• Identify the competition's product features

• Evaluate the feasibility of product features

Who developed the Kano Model?

• Noriaki Kano

• Philip Kotler

• W. Edwards Deming

• Joseph Juran

What is the Kano Model?

• A quality improvement tool

• A financial analysis tool

• A customer satisfaction model

• A project management technique

What is the purpose of the Kano Model?

• To identify customer needs and expectations

• To prioritize product features based on customer needs

• To evaluate the feasibility of product features

• All of the above

How many major categories of customer needs are there in the Kano Model?

• Two

• Three

• Four

• Five

Which of the following is a basic need (must-have) in the Kano Model?

• A feature that customers expect to be present

• A feature that customers are pleasantly surprised to find

• A feature that customers dislike if it is not present

• A feature that customers are indifferent to

Which of the following is a delighter need in the Kano Model?

• A feature that customers expect to be present

• A feature that customers are pleasantly surprised to find

• A feature that customers dislike if it is not present

• A feature that customers are indifferent to

Which of the following is an excitement need (dissatisfier) in the Kano Model?

• A feature that customers expect to be present

• A feature that customers are pleasantly surprised to find

• A feature that customers dislike if it is not present

• A feature that customers are indifferent to