The suitability of Kano's method for the requirements of the cutlery industry: Results of a case study associated with an approach to widen Kano's theory

Abstract

Purpose

The purpose of this paper is to apply Kano's method in practice in the cutlery industry and test its suitability to the cutlery industry. Furthermore, a Kano‐based process for weighting customer requirements is presented.

Design/methodology/approach

By using the example of the cutlery industry, the paper exemplifies in which way companies can use Kano's method to consider customer requirements as good as possible. Thereby, it is discussed how less popular Kano evaluation modes can support the process of prioritizing measures. Rest upon the results of a Kano project, a multistage method for weighting customer requirements is introduced. The method is based on the connection of already existing Kano evaluation modes. It calculates the meaning of a customer requirement by using the percentage dispatch of the requirement on individual Kano requirement categories.

Findings

The evaluation of Kano questionnaires – differentiated by age and sex – showed that a low price by itself is not a decisively criteria for a buyer's decision. The main successful strategy is the availability of an extensive service. The analysis of Kano evaluation modes showed that especially the methods CAT and M>O> A> I are conceptual useable for developing a Kano‐based weighting process. Through an adjustment of existing methods and by a variation of the factors of the multistage calculation algorithm it is possible to describe the process of customers' requirement prioritisation.

Originality/value

By calculating the weighted relevance of customer requirements directly from the results of a Kano project, the new method allows to optimize the customer orientation within the companies.

Citation

Crostack, H., Kern, C. and Refflinghaus, R. (2010), "The suitability of Kano's method for the requirements of the cutlery industry: Results of a case study associated with an approach to widen Kano's theory", International Journal of Quality and Service Sciences, Vol. 2 No. 3, pp. 352-368. https://doi.org/10.1108/17566691011090071