Most people who work in quality assurance and/or process improvement have heard of the Kano model, a graphical display of customer expectations for products and services. It compares an objective measure of “degree of achievement”—how well the product or service fulfills customer requirements on the horizontal axis to a subjective measure of customer satisfaction on the vertical axis.

Of course, a key question is how do you know how to obtain the data for the points that get plotted on the graph? The obvious answer is by using a customer survey, but the reality is that Kano surveys are very different from standard customer surveys. Reliable results only can be obtained when the specialized surveying approach is applied and appropriate statistical analyses are conducted.

This presentation will show what exists above and below the surface when dealing with the Kano model. Although statistical methods will be mentioned, this presentation will involve no statistical formulas or calculations..
Deborah has over 40 years of experience in total quality management. She has served as a senior executive with both Fortune and Inc 500 companies. Her varied experience includes time spent in general management, quality assurance and quality control, training, human resources, organization development, research and development, process engineering, and accounting.