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4 Finding the TRIZ-Model

Why is a customer using a specific product? - The customer has a specific objective (Figure 2); he/she utilizes a specific function from a selected product: when the product performs this function, the customer can achieve his/her expected objective (satisfier). All product functions, which hinder achieving this objective, dissatisfy the customer (dissatisfier). - We can describe delighters in a similar way - when we focus on unexpected value.

It is just like solving a puzzle: frequently, missing information about the customer can be concluded while building this model.

Figure 2: Showing the Kano-Qualities in a TRIZ-Model

5 Improving the Kano-Situation

Once we found adequate TRIZ-models we can improve the situation, e.g. by invoking the directions from the IWB software (3). For the generic model of Figure 2 we can develop ideas - focused on the customer (Table 1).

Table 1: How to improve the Situation modeled by Figure 2

Utilizing these directions (Table 1) is good for QFD. We can use them to purify customer requirements: "We can implement this idea - is this really, what you want?" Or - we can use them for the Pugh-concept selection chart later in the QFD-process.

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