Prioritizing Software Requirements with Kano Analysis

Kano analysis is a quality measurement tool used to prioritize customer requirements based on their impact to customer satisfaction (definition from

Scott Sehlhorst (from Tyner Blain) posted some items on Kano Analysis on his blog and wrote an introductory article in Pragmatic Marketing called Prioritizing Software Requirements with Kano Analysis.

 Kano analysis

Kano analysis allows us to prioritize requirements as a function of customer satisfaction.

Kano defines four categories into which each feature or requirement can be classified (an Apple® iPod® is used for examples in each of the following four requirement categories):

1.Surprise and delight. Capabilities that differentiate a product from its competition (e.g. the iPod nav-wheel).

2.More is better. Dimensions along a continuum with a clear direction of increasing utility (e.g. battery life or song capacity).

3.Must be. Functional barriers to entry—without these capabilities, customers will not use the product (e.g. UL approval).

4.Better not be. Represents things that dissatisfy customers (e.g. inability to increase song capacity via upgrades).

Center for Quality Management’s special issue on Kano Methods offers a very comprehensive set of articles on the Kano Model. Very academic.


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