| The Kano model
was developed by Noritako Kano. There is
an 'expected' quality that customers take
for granted. This is the minimum functionality,
and will not satisfy the customers:
The 'expected quality' represents a reasonable
level of quality and service, for example
timely and responsive customer service.
The organization should aim for 'Exciting
Quality', giving customers more than they
expected. If you book into a hotel and unexpectedly
find a bottle of wine and a box of chocolates
waiting for you that is 'Exciting Quality',
at least until all hotels adopt the idea
and then it becomes 'Expected Quality'.
Kano models are used in Six
Sigma.
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