Moscow method plotted on kanos model of customer satisfaction

Description:

The image is a PowerPoint slide that illustrates the integration of the MoSCoW method with the Kano Model of Customer Satisfaction. The MoSCoW method is a prioritization technique used in management, business analysis, project management, and software development to reach a common understanding with stakeholders on the importance they place on the delivery of each requirement. It stands for:

1. M (must have): 

Requirements necessary for the project to be successful.

2. S (should have): 

Important but not necessary requirements.

3. C (could have): 

Desirable but not necessary, and could improve customer satisfaction if included.

4. W (won't have): 

Least critical, lowest payback items, or not appropriate at this time.

The Kano Model is a theory of product development and customer satisfaction developed in the 1980s by Noriaki Kano, which classifies customer preferences into five categories:

1. Delighters: 

Features that surprise and please customers.

2. Linear Satisfiers: 

Features that result in satisfaction when fulfilled and dissatisfaction when not fulfilled.

3. Baseline Expectations: 

Essential features that cause dissatisfaction when not present but do not necessarily increase satisfaction when they are present.

The slide shows a two-dimensional diagram, with the degree of implementation on the x-axis and satisfaction on the y-axis, mapping where different types of requirements fall in terms of customer satisfaction.

Use Cases:

This slide can be effectively used in the following industries for strategic planning, product development, and customer satisfaction analysis:

1. Software Development:

Use: Prioritizing feature development based on user satisfaction.

Presenter: Product Manager.

Audience: Development Team, Stakeholders.

2. Marketing:

Use: Developing marketing strategies based on customer needs.

Presenter: Marketing Director.

Audience: Marketing Team, Product Managers.

3. Automotive:

Use: Deciding on car features and innovations.

Presenter: Chief Engineer.

Audience: Design Team, Management.

4. Consumer Electronics:

Use: Product feature prioritization for devices.

Presenter: R&D Manager.

Audience: Research and Development Team.

5. Financial Services:

Use: Improving banking services and customer experience.

Presenter: Service Manager.

Audience: Customer Service Team, Executives.

6. Healthcare:

Use: Enhancing patient care through service delivery improvements.

Presenter: Healthcare Administrator.

Audience: Medical Staff, Hospital Management.

7. Retail:

Use: Optimizing product offerings to enhance customer satisfaction.

Presenter: Retail Strategy Consultant.

Audience: Retail Managers, Product Buyers.