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Kano Model - is a product development theory which categorizes customer requirements with respect to product features into below five segments 1. Basic (must be quality) - as the name suggests, these are the basic expectations of a customer. If present, the customers are neutral, but if absent, it would lead to customer dissatisfaction 2. Performance (one dimensional quality) - features that result in satisfaction if present and dissatisfaction if absent. These are the stated needs of the customer 3. Excitement (attractive quality) - features that result in satisfaction if present and neutral if absent. These are the delighters for the customers. These needs are usually unspoken and are the differentiators for competing products 4. Indifferent - features that the customer is indifferent to as their presence or absence neither causes satisfaction nor dissatisfaction to the customer 5. Reverse - features that result in dissatisfaction if present and satisfaction if absent. These are the features that should not be present in the product Kano model is used to assess the product features on a periodic basis as the customer demands keep on changing. E.g. something that is an 'Exciting' feature today, will eventually become a 'Basic' feature tomorrow Nominal Group Technique (NGT) - is a problem solving tool that is used to generate and evaluate possible solutions. It is called 'Nominal' as it limits the interaction between participants in the initial stages as they are expected to write the possible solutions on a piece of paper. Once all solutions are written, the ideas are collected followed by a discussion on the evaluation of ideas. Usually voting is done to select the best solution. Sometimes multiple rounds of voting may be required. Using the KANO Model, we will get to know the customer requirements with respect to product features. The required features could either be present or absent. Then, NGT could be used in following ways 1. If the feature is present: to identify solutions to keep the variations and cost of the feature to minimal 2. If the feature is absent: to identify how the internal processes need to be modified / strengthened or what new processes have to be designed to be able to provide the new features