KANO analysis - template

Service/Product
Customers
Project Name
Project Team
Revision date
Customer requirement category
“Must be”
Taken for granted when fulfilled
Brings dissatisfaction when not fulfilled
Not increased satisfaction when fulfilled

“More is better”
Brings satisfaction when fulfilled
Brings dissatisfaction when non fulfilled
Distinguishing competition
Are spoken

“Delighters”
Brings satisfaction when fulfilled
Don’t cause dissatisfaction when non fulfilled
Not expected and unspoken

“Indifferent”
Do not influence customer satisfaction

“Reverse”

Satisfy one customer and dissatisfy other

O analysis - template

Critical to quality (CTQ)

Delivery time tolerance +/-2 days from forecast

All ordered parts deliver in one box

Present when orderd >100pc

It is not CTQ

Delivery time < forcasted (only customer X! Others

cost dissatifaction!)
FMEA FAILURE EFFECT SEVERITY A PROBABILITY OF OCCURENCE B LIKELIHOOD OF DETECTION C
No Problem 1 happens never (<1%) 1 During desing of the service/produc 1 Department :
Design Customer Remark with no immediate effect on bussiness 3 less than 5% 3 During the internal testing of the s 3 Project Lead:
Customer Problem with slight efffect on bussiness 4 less than 10% 5 During the pilot testing of the servi 6 Team members:
Customer Problem with effect on bussiness 6 less than 25% 7 After the service/product launch 9
Name: Customer Problem with high effect on bussiness 8 less than 50% 8 Date :
Customer Problem with stop consequences on bussiness 10 happens always >50% 10
POTENTIAL EFFECTS new new new new
CTQ's POSSIBLE FAILURE OF FAILURE A CAUSES OF FAILURE B CURRENT CONTROLS C RPN RECOMMENDED ACTIONS A B C RPN
AxBxC AxBxC
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

* Before starding FMEA please Choose Critieria and scales that it relates to your problem!!!

6 sigma BIP Design FMEA Document version 20/11/2006

To be adapted for your case!
Example

Severity (the type of problem that the customer is experiencing)

No Problem 1
Customer Remark with no immediate effect on bussiness 3
Customer Problem with slight efffect on bussiness 4
Customer Problem with effect on bussiness 6
Customer Problem with high effect on bussiness 8
Customer Problem with stop consequences on bussiness 10

Occurence (% of failures during anew cord design)

happens never (<1%) 1
less than 5% 3
less than 10% 5
less than 25% 7
less than 50% 8
happens always >50% 10

Control (Where in the design process will we detect the failure?)

During desing of the service/product 1
During the internal testing of the service/product 3
During the pilot testing of the service/product 6
After the service/product launch 9