Did you know Dr. Kano was a student of Dr. Ishikawa? Did you know Dr. Kano was still with us? Does he know everyone still uses the Kano Model? Would that be a delighter for Dr. Kano? Inquiring minds want to know! This November marks Noriaki Kano’s 79th birthday (we’re…
Having worked in Continuous Improvement for over 30 years, I have seen “Improve Customer Satisfaction” proposed as a project goal on numerous occasions and there are some problems with that. Choosing an improvement project can be difficult for individuals and companies that are new to Continuous Improvement. Finding the “right”…
Kano Model is a technique that categorizes customer requirements into three types: 1) Delighters 2) Satisfiers, and 3) Dissatisfiers. Delighters are features that customers don't know they want, but are delighted to find them -- "bonuses." Satisfiers are features that customers are aware of and not necessary, but improve customer…