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I dentify
C onceptualize
O ptimize
V erify & V alidate
FIGURE 8.4
DFSS software development cycle mapping (Shenvi, 2008).
to the voice of the customer table and subsequently to the house of quality when
identifying the CTQ characteristics.
Kano analysis helps categorize requirements and in turn the VOC into essential
and differentiating attributes by simple ranking them into one of several buckets.
Figure 8.A.1 shows an example involving the design of the DVD player. The team
has three buckets that are must have's (essential customer needs), satisfiers (aspects
that increase customer satisfaction), and delighters (good to have, “WOW” factor).
Voice of Customer
Voice of Business
Must Have's
Satisfiers
Delighters
Pause Live TV
Robustness
Hard Disk Functionality
Installation and Connectivity
Digital Terrestrial Tuner (DTT)
DivX - Playability
UI Responsiveness (fast)
Recording (Faster + more)
Usability - intuitiveness
Better - Archiving
Best AV experience
On-line Help (Help Menu)
DivX (multiple titles in single file)
FIGURE 8.A.1
Kano analysis of DVD player (Lowe, 2000).
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