The Forgotten Side of Quality

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  1. following questions: Do you like the feature?; Do you like using it?; and Is it a valuable part of the product? Let your answers help you grade the feature with an A, B, C, or D, or fail it with an F.
  2. When done, discuss your grades with those in your group. Agree on a grade that best represents the group's opinion of the quality of that feature.

Ideally you might perform this experiment with your customers, since you're concerned with customer satisfaction. But doing a quick temperature check inside your team is a good starting point. It's also good to compare your impressions with those of your customers.

I started with a bit of a rant about the imperfections of the Kano method. And while that method may have its limitations, the idea of looking more closely at the subjective quality of a product along with the objective quality is what's most important-and is what I believe was Kano's real point. Before polluting your product with more features, consider a quick report-carding exercise. What grade would you give your product today? Consider that grade a measure of your product's subjective quality. Before you add additional features, consider whether you may want to improve the quality of the features you have instead.

Further Reading

  • Attractive Quality and Must-be Quality , by N. Kano, N. Seraku, F. Takahashi, and S. Tsuji.

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