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Lean Six Sigma Glossary -

Kano Model

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…

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