Attractive Quality Theory as a Tool from Customer Satisfaction to Customer Delight
The Kano Model has been central in quality management, Lean and Six Sigma for many years. The model helps people to understand and analyze the complexity of customer needs and expectations, an area of highest importance if an organization should be able to deliver good quality and achieve excellence.
During this seminar Dr Noriaki Kano, the founder of the Kano Model, will explain how quality has changed from Conformance to Basic Requirements and Customer Satisfaction to Customer Delight and at the same time become a critical competitive advantage in business. Focus will be on theory of Attractive Quality and the life cycle of Attractive Quality. Dr Kano will also present a case study of Attractive Quality creation.
Noriaki Kano, Educator, lecturer, writer and consultant in the field of quality management.
Session leader: Britt-Marie Mattsson