Developing a TRIZ-Kano Model for Creating Attractive Quality

Kano analysis has been widely applied to discover customer needs. However, in practice, users of Kano model usually cannot find attractive or one-dimensional quality due to ill-designed questionnaire, ill-defined quality attributes or lifecycle of quality attributes. To solve these issues, this paper proposed a TRIZ-Kano model which integrates TRIZ technique into traditional Kano model. The proposed TRIZ-Kano model can not only discover customer needs, but also create attractive quality. A real case of on-line game quality survey has been provided to evaluate the effectiveness of the proposed model. Experimental results also show the superiority of TRIZ-Kano model.