Become a Kano Analysis Specialist

person icon Packt Publishing

Become a Kano Analysis Specialist

Dive into Kano Analysis and prioritize customer needs

updated on icon Updated on Sep, 2023

language icon Language - English

person icon Packt Publishing

architecture icon Business,Management,Customer Experience Management


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Course Description

This course is for Six Sigma White Belts, Yellow Belts, Green Belts, and Black Belts, Lean specialists, process improvement experts, individuals who deal with client/customers, individuals involved in designing products or services for their customers, employees of manufacturing or service organizations, and newbies who are looking to seek a job and begin their careers.

With increasing competition and constantly changing customer requirements, it has become exceedingly important to learn the art and science of prioritizing the most important needs and requirements of your customers. Kano Analysis is a unique tool that has a structured approach to understand these customer requirements, translate those needs/requirements into specific categories, and prioritize them.

This tool is extensively used by Six Sigma Green Belts and Black Belts in their Lean Six Sigma projects. Kano Analysis is most effective in the Define Phase of any Six Sigma Green Belt or a Six Sigma Black Belt project. In the Define Phase, the Green Belt or the Black Belt looks for pain areas of the business process. When Kano Analysis is used, it helps understand customer requirements and provides a laser-sharp focus on only those requirements that your customers care about. This tool can also be used as a standalone tool that is independent of a Six Sigma project.

If you want to thrive in today’s competitive environment, you must make your customers your raving fans. This is only possible when you focus and deliver exactly what your customer wants. Kano Analysis is the only tool that helps you identify what your customers exactly want.

All resources and code files are placed here: https://github.com/PacktPublishing/Six-Sigma-Green-Belt-Kano-Analysis-Specialist-Certification


What will you learn in this course:

  • Understand and explore Kano analysis
  • Learn about the different types of customer requirements
  • Learn how to build the Kano Analysis Grid
  • How to create and administer the Kano questionnaire
  • Learn how to use the Kano evaluation table
  • Learn how to systematically prioritize the identified requirements
Become a Kano Analysis Specialist


Check out the detailed breakdown of what’s inside the course

5 Lectures
  • play icon Introduction 01:53 01:53
  • play icon What is Kano Analysis – an Introduction 02:02 02:02
  • play icon Case Study – Introduction 01:05 01:05
  • play icon Case Study – Introduction of the IMF Bank 01:56 01:56
  • play icon Case Study – Ethan's Introduction 03:09 03:09
Types of Customer Requirements (as Defined by Kano)
5 Lectures
The Kano Analysis Grid
5 Lectures
The Kano Questionnaire
3 Lectures
Kano Evaluation Table and Tabulation of Responses
4 Lectures
7 Easy Steps to Construct a Kano Analysis
8 Lectures
Advantages and Disadvantages of Kano Analysis
1 Lectures
Concluding the Program
1 Lectures

Instructor Details

Packt Publishing

Packt Publishing

Founded in 2004 in Birmingham, UK, Packt's mission is to help the world put software to work in new ways, through the delivery of effective learning and information services to IT professionals.

Working towards that vision, we have published over 6,500 books and videos so far, providing IT professionals with the actionable knowledge they need to get the job done - whether that's specific learning on an emerging technology or optimizing key skills in more established tools.

As part of our mission, we have also awarded over $1,000,000 through our Open Source Project Royalty scheme, helping numerous projects become household names along the way.

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