How can you use the Kano model to improve lean construction project delivery?

1 What is the Kano model?

The Kano model is a framework that helps you categorize and evaluate the requirements of your customers based on how they affect their satisfaction and dissatisfaction. The model was developed by Professor Noriaki Kano, a Japanese quality expert, in the 1980s. The model suggests that there are three main types of customer requirements: basic, performance, and excitement.

2 Basic requirements

Basic requirements are the minimum expectations that your customers have from your project. They are also called must-be or dissatisfiers, because if they are not met, your customers will be very unhappy and dissatisfied. However, if they are met, your customers will not be impressed or delighted, because they take them for granted. For example, in a construction project, basic requirements could be safety, compliance, budget, and schedule.

3 Performance requirements

Performance requirements are the features and functions that your customers explicitly ask for or compare with other projects. They are also called one-dimensional or satisfiers, because the more you meet them, the more satisfied your customers will be. However, if you fail to meet them, your customers will be dissatisfied. For example, in a construction project, performance requirements could be quality, functionality, aesthetics, and durability.

4 Excitement requirements

Excitement requirements are the unexpected or innovative aspects of your project that your customers do not anticipate or request. They are also called attractive or delighters, because if you meet them, your customers will be very happy and delighted. However, if you do not meet them, your customers will not be dissatisfied, because they did not expect them in the first place. For example, in a construction project, excitement requirements could be sustainability, smart technology, or social impact.

5 How to use the Kano model?

The Kano model can be a useful tool for improving your lean construction project delivery. Begin by conducting customer research to understand their needs, wants, and preferences. Then, analyze the data and classify the customer requirements into basic, performance, and excitement categories. Prioritize the requirements based on importance and feasibility, and incorporate them into your project scope, design, and execution. Monitor and measure customer satisfaction and dissatisfaction throughout the project lifecycle, and continuously improve project delivery by learning from customer feedback and implementing changes accordingly. Ultimately, this model can help you create more value, reduce waste, and enhance collaboration in your project by delivering a lean construction project that not only meets basic and performance requirements but also exceeds expectations with excitement requirements.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?