quality management.
l3o0hd_s
KanosTheory.ppt*
Principle 1: Customer Focus - Satisfaction
Quality is “perceived” according to Kano
Think about what delights you as a customer !
From: Ludwig-Becker, M., Electronics Quality Management Handbook, McGraw-Hill, 1997, p.67 from Juran and Gyrna, Quality Planning and Analysis, 3rd Ed. McGraw-Hill, 1993,p. 247, used with permission
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What have you purchased and then find out you were more than pleased with.
This is Kano’s theory. He calls it “delight”.
