# Presentation: 213580

## LaRC CafeteriaKano Survey Brief

**Notes:**
Welcome
Thank you 
Introduce yourself and background

Shared Challenges
In Industry, 
you are faced with a rapidly and constantly changing competitive environment. (Can be in the form of a question – How many of you are...?)
you need to be ready to respond to customer and market demands faster, better and more profitably than any one else.  

In the DoD,
we share similar pressure to respond better, faster and more cost effectively in a rapidly and constantly changing world political and social climate.  
We need to be ready to defend, protect and provide aid quickly, efficiently and more effectively than ever before  

Whether in the public or private sector, today we all experience an unprecedented need for change that is RAPID, CONSTANT, and UNPREDICTABLE

I am please to share with you how the DoD is adopting Lean, Six Sigma and other Continuous Process Improvement practices to better meet the shared challenges of our changing world.

## Background

- LaRC Exchange Council formed a blue ribbon panel to improve cafeteria services
- This panel was set up to
- Develop and administer a center wide needs assessment survey
- Conduct focus groups
- Develop a Cafeteria Strategic Business Plan based on the results of the the survey and subsequent focus groups
- Kano Survey and Analysis was the methodology chosen to address the survey needs
- Cafeteria key features were used to develop survey

## What is a Kano Survey and Analysis?

- “Voice Of the Customer” tool used to confirm and categorize Critical To the Customer (CTC’s) requirements
- Allows mapping of CTC’s into different dimensions of customer satisfaction
- Questions are written as “pairs” - functional and dysfunctional
- The results of each pair are then classified based on the response

**Must-be **- “Givens” or “table stakes”.  Will create significant dissatisfaction if these expectations are not met
- 2. **Attractive **– Provide unexpected excitement and satisfaction – the “wow” factor. These features can *delight *the customer
- 3. **One Dimensional **– “More / less is better”
- 4. **Indifferent **– Produce a “who cares?” reaction if the feature is there or not.

## What does a Kano survey question look like?

-        1a.   If the cafeteria offered Home Style hot lunches, how do you feel?                   I Like it that way             I expect it that way             I am neutral             I can live with it that way            I dislike it that way          1b.   If the cafeteria did not offer Home Style hot lunches, how do you feel?                    I Like it that way             I expect it that way             I am neutral             I can live with it that way             I dislike it that way
-    How important is the home style lunch feature?
-            Totally Unimportant      Very Important                1   2   3   4   5   6   7   8   9

## Survey Statistics and Demographics

- Survey Statistics
- Population 	3500
- Surveys		635
- Error		+/- 3.5%
- Confidence	95%

## Executive Summary – Survey Results 

**One Dimensional **** ** Home Style Hot Lunch Vegetable Entre Made to Order Sandwiches  Soup, Salad Fruit Bar
- < $6 for lunch
- 	 <  5 min to select and Pay

**Attractive**** ** < $3 Breakfast
- 	 Discount Cards

**Market Segmentation**** ** Smoothies   (Female – Attractive)
- 	Food and beverage throughout day (Female – Attractive)

**Indifferent** Low Carb hot itemsMake your own sandwichesSelf Serve ice creamSmoothies
- 	 Off Peak time discounts
- 	Exhibition Cooking
- 	International Buffett
- 	Pizza
- 	Cooked to order items
- 	Latte and Espresso

**Focus Group**** ** Call in order
- 	Grab and Go Items
- 	Credit / Debit card payment

## Survey Results – Home Style Hot Lunch?

- Importance Ranking
- Male – 6
- Female – 6
- Overall – 5
- Classification
- Male – One Dimensional
- Female – One Dimensional
- All – One Dimensional
- Overall Recommendation
- Classify as One Dimensional Feature
**One Dimensional **– “More / less is better”

- Male

- Female

- All

## Survey Results – Vegetable Entrees

- Male

- Female

- All

- Importance Ranking
- Male – 7
- Female – 4
- Overall – 7
- Classification
- Male – Indifferent
- Female – One Dimensional
- All – One Dimensional
- Overall Recommendation
- Classify as One Dimensional Feature
**One Dimensional **– “More / less is better”

## Survey Results – Low Carb Hot Items

- Male

- Female

- All

- Importance Ranking
- Male – 16
- Female – 8
- Overall – 11
- Classification
- Male – Indifferent
- Female – Indifferent
- All – Indifferent
- Overall Recommendation
- Classify as Indifferent
**Indifferent **– Produces a “who cares?” reaction if the feature is there or not

## Survey Results – Hot Sandwiches

- Importance Ranking
- Male – 5
- Female – 5
- Overall – 4
- Classification
- Male – One Dimensional
- Female – One Dimensional
- All – One Dimensional
- Overall Recommendation
- Classify One Dimensional
**One Dimensional **– “More / less is better”

- Male

- Female

- All

## Survey Results – Make Your Own Sandwiches

- Male

- Female

- All

- Importance Ranking
- Male – 20
- Female – 18
- Overall – 19
- Classification
- Male – Indifferent
- Female – Indifferent
- All – Indifferent
- Overall Recommendation
- Classify as Indifferent
**Indifferent **– Produces a “who cares?” reaction if the feature is there or not
- Note – *Very* large number “R”s.  Interpret as customers view *not* having this feature as a positive

## Survey Results – Made To Order Sandwiches

- Male

- Female

- All

- Importance Ranking
- Male – 4
- Female – 7
- Overall – 6
- Classification
- Male – One Dimensional
- Female – One Dimensional
- All – One Dimensional
- Overall Recommendation
- Classify as One Dimensional
**One Dimensional **– “More / less is better”

## Survey Results – Grab And Go Sandwiches etc...

- Male

- Female

- All

- Importance Ranking
- Male – 9
- Female – 9
- Overall – 8
- Classification
- Male – Indifferent
- Female – Indifferent
- All – Indifferent
- Overall Recommendation
- Classify as Indifferent
**Indifferent **– Produces a “who cares?” reaction if the feature is there or not
- Note – *A focus group should be considered here due to it’s rank and the % that view it as a positive feature*

## Survey Results – Call In Orders

- Male

- Female

- All

- Importance Ranking
- Male – 13
- Female – 11
- Overall – 12
- Classification
- Male – Indifferent
- Female – Attractive
- All – Indifferent
- Overall Recommendation
- Classify as Indifferent
**Indifferent **– Produces a “who cares?” reaction if the feature is there or not
- Note – *A focus group should be considered here due to the % that view it as a positive feature*

## Survey Results – Soup, Salad, and Fruit Bar

- Male

- Female

- All

- Importance Ranking
- Male – 3
- Female – 1
- Overall – 2
- Classification
- Male – One Dimensional
- Female – One Dimensional
- All – One Dimensional
- Overall Recommendation
- Classify as One Dimensional
**One Dimensional **– “More / less is better”

## Survey Results – Self Serve Ice Cream

- Male

- Female

- All

- Importance Ranking
- Male – 19
- Female – 19
- Overall – 20
- Classification
- Male – Indifferent
- Female – Indifferent
- All – Indifferent
- Overall Recommendation
- Classify as Indifferent
**Indifferent **– Produces a “who cares?”

## Survey Results – Smoothies

- Male

- Female

- All

- Importance Ranking
- Male – 21
- Female – 16
- Overall – 21
- Classification
- Male – Indifferent
- Female – Indifferent
- All – Indifferent
- Overall Recommendation
- Classify as Indifferent
**Indifferent **– Produces a “who cares?”
- Note – Could be considered “Attractive” to females.  Market segment consideration should be given

## Survey Results – < 5 Minutes To Select Food And Pay

- Male

- Female

- All

- Importance Ranking
- Male – 2
- Female – 3
- Overall – 3
- Classification
- Male – One Dimensional
- Female – Attractive
- All – One Dimensional
- Overall Recommendation
- Classify as One Dimensional
**One Dimensional **– “More / less is better”

## Survey Results – < $3 For Breakfast

- Male

- Female

- All

- Importance Ranking
- Male – 8
- Female – 13
- Overall – 9
- Classification
- Male – Attractive
- Female – Attractive
- All – Attractive
- Overall Recommendation
- Classify as Attractive
**Attractive** - Provides unexpected excitement and satisfaction – the “wow” factor. These features can *delight *the customer

## Survey Results – < $6 For Lunch

- Male

- Female

- All

- Importance Ranking
- Male – 1
- Female – 2
- Overall – 1
- Classification
- Male – One Dimensional
- Female – One Dimensional
- All – One Dimensional
- Overall Recommendation
- Classify as One Dimensional
**One Dimensional **– “More / less is better”

## Survey Results – Discount Cards

- Male

- Female

- All

- Importance Ranking
- Male – 10
- Female – 14
- Overall – 14
- Classification
- Male – Attractive
- Female – Attractive
- All – Attractive
- Overall Recommendation
- Classify as Attractive
**Attractive** - Provides unexpected excitement and satisfaction – the “wow” factor. These features can *delight *the customer

## Survey Results – Off Peak Time Discounts

- Male

- Female

- All

- Importance Ranking
- Male – 15
- Female – 20
- Overall – 16
- Classification
- Male – Indifferent
- Female – Indifferent
- All – Indifferent
- Overall Recommendation
- Classify as Indifferent
**Indifferent **– Produces a “who cares?”

## Survey Results – Credit Or Debit Card Payment

- Male

- Female

- All

- Importance Ranking
- Male – 11
- Female – 10
- Overall – 10
- Classification
- Male – Indifferent
- Female – Indifferent
- All – Indifferent
- Overall Recommendation
- Classify as Indifferent
**Indifferent **– Produces a “who cares?”
- Note – *A focus group should be considered here due to the % that view it as a positive feature*

## Survey Results – Food & Beverage Throughout The Day

- Male

- Female

- All

- Importance Ranking
- Male – 12
- Female – 12
- Overall – 13
- Classification
- Male – Indifferent
- Female – Attractive
- All – Indifferent
- Overall Recommendation
- Classify as Indifferent
**Indifferent **– Produces a “who cares?”
- Note – Is considered “Attractive” to females.  Market segment consideration should be given

## Survey Results – Exhibition Cooking

- Male

- Female

- All

- Importance Ranking
- Male – 22
- Female – 23
- Overall – 23
- Classification
- Male – Indifferent
- Female – Indifferent
- All – Indifferent
- Overall Recommendation
- Classify as Indifferent
**Indifferent **– Produces a “who cares?”

## Survey Results – International Buffet

- Male

- Female

- All

- Importance Ranking
- Male – 17
- Female – 21
- Overall – 18
- Classification
- Male – Indifferent
- Female – Indifferent
- All – Indifferent
- Overall Recommendation
- Classify as Indifferent
**Indifferent **– Produces a “who cares?”

## Survey Results – Pizza

- Male

- Female

- All

- Importance Ranking
- Male – 14
- Female – 15
- Overall – 15
- Classification
- Male – Indifferent
- Female – Indifferent
- All – Indifferent
- Overall Recommendation
- Classify as Indifferent
**Indifferent **– Produces a “who cares?”

## Survey Results – Cooked To Order Items

- Male

- Female

- All

- Importance Ranking
- Male – 18
- Female – 17
- Overall – 17
- Classification
- Male – Indifferent
- Female – Indifferent
- All – Indifferent
- Overall Recommendation
- Classify as Indifferent
**Indifferent **– Produces a “who cares?”

## Survey Results – Latte And Espresso

- Male

- Female

- All

- Importance Ranking
- Male – 23
- Female – 22
- Overall – 22
- Classification
- Male – Indifferent
- Female – Indifferent
- All – Indifferent
- Overall Recommendation
- Classify as Indifferent
**Indifferent **– Produces a “who cares?”

## Survey Results – Self Stated Importance Rankings

## Write In Comments 

## Write In Comments 

## Write In Comments 

## Write In Comments 

## Write In Comments 

## Write In Comments 

## Write In Comments 

## Write In Comments 

## Write In Comments 

## Write In Comments 

## Write In Comments 

## Write In Comments 

## Write In Comments 

## Write In Comments