Leading Business Improvement

Become a Successful Business Improvement Specialist

Kano Analysis Model Certification Course

Quickly identify what your customers are looking for and supply them with effective products and services that they will continue to purchase.

Course Duration

Approx. 2 Hours 29 Minutes

Course Price




Key Concepts Covered in this Course

Course instructor

Robert Chapman

Business Improvement Specialist

As a Business Improvement professional, I’ve gained extensive expertise in Project ManagementLean Six Sigma, and Process Improvement. My accomplishments include delivering projects that saved organizations significant resources, streamlined processes, improved user experiences, and reduced errors and waste. Additionally, I hold a Lean Six Sigma Black Belt certification.

Course Summary

This course teaches how to use the Kano Analysis Diagram, a tool for understanding customer needs. It covers the fundamentals of the tool, how to gather and present customer data, and practical demonstrations in different sectors. By the end, you’ll be able to use the diagram to make decisions that enhance customer experience and satisfaction. It’s suitable for anyone seeking to improve their understanding of customers or planning to launch a new product or service.


Course Reviews

The course structure is user-friendly, allowing participants to progress at their own pace. The inclusion of quizzes and assessments reinforces understanding, making the learning experience dynamic and engaging. The downloadable resources provided serve as valuable references for ongoing application in the workplace.

Alexa Bliss

Kano Analysis Model Certification Course

Course Description

The Kano Analysis Diagram is a widely used tool for understanding customer needs. This course provides a structure for identifying necessary customer data, collecting it, and presenting it effectively. You’ll learn to use the Kano Analysis Diagram to engage with customers, understand their preferences, and map these graphically. The course covers:

  • Basic principles of the tool and its broader approach.
  • The concept of ‘voice of the customer’, its importance, and how to capture it.
  • Detailed breakdown of the Kano Analysis Diagram and how to use it for maximum impact.
  • Demonstrations in various sectors to show practical application of the tool.

By the end, you’ll be able to create a full Kano Analysis Diagram, guiding decisions on current and future products and services to ensure strong customer experience, satisfaction, and sales.

This course is for: Anyone in a company wanting to better understand their customers. Anyone looking to learn more about ‘voice of the customer’ tools and activities. Companies or individuals planning to launch a product or service and needing customer insights. Anyone wanting to confidently use this tool in their organization to enhance performance.

Course Breakdown

  • What will be covered within this course? (Preview)
  • What is the purpose of this course? (Preview)
  • What is Kano Analysis? (Preview)
  • When to use Kano Analysis?
  • When to use Kano Analysis? Continued
  • What is voice of the customer?
  • What is voice of the customer? Continued
  • Pros of Kano Analysis
  • Cons of Kano Analysis
  • Overview
  • Overview – Run through the approach
  • Satisfaction
  • Functionality
  • Features
  • Perception
  • Overview
  • Demonstration 1
  • Demonstration 2
  • Demonstration 3
  • Review of key learnings
  • Hints & tips
  • Thank you

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What some of our 150,000+ students have to say

“This is a good course for those who have no to very basic background on process improvement. The content is just right, not too overwhelming for me. The topics are discussed properly. I appreciate the examples given which make each topic easier to understand.”
From Dallas, USA
“In my position, everyone suddenly want this kind of RCA, but no one really knew how to do it. It was simple but I felt I was doing it wrong. This course broke it down to the simple steps it is supposed to be to complete. Easy to follow and great examples.”
From Norway
“This course adds a lot more insight to the tool than you get from a simple template. I now know how to sell usage of the tool across my business - something I have really struggled with.”
From Sweden
“I learned a lot and will apply what I've learned in my work. Thank you, Robert. A detailed explanation and your quick responses to questions in message section , demonstrate that you are a professional in your sector! Thanks.”
From Abu Dhabi
“Great course. The pacing, content, and delivery is great. You could tell that great care and expertise was put into delivering the course. Thank you!”
From Australia
“Truly brilliant. A great flow, a really knowledgeable instructor and great resources. I have had some trouble understanding the delivery of Lean, purpose and method - now I feel so much more confident. Thank you Robert.”
From London, UK
“An absolutely amazing course. It has a clear structure and as the slides are present I do not have to make notes. Also - all of the important definitions are being accompanied by demonstrations in practice of the tool by which I could understand the true meaning of them. The way the course is presented is nice to follow, language is impeccable and the speed is not to fast. Usually in other courses from Udemy I can see a definition of a problem directly followed by example with a lot of fluff, but those extra unneeded false interactions with learners make the course only longer and makes me usually loose my focus. In this course I did not experience it at all. It was to the point and I have actually learned something that I can directly use in my work. Thank you! PS I will for sure follow the other courses of the instructor!”
From Greece

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