Kano Analysis: A Little Something Extra Can Have Big Results

“Our experience illustrates how the simple, but powerful Kano Model is useful in helping teams understand the difference between Basic, Performance, and Delighter features. By designing in and focusing improvement efforts on those features that create customer delight, there is a much greater chance of keeping your current customers and gaining new ones.” (Kathy Parker – i Six Sigma) – courtesy of brett lider

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