Kano Model
The Kano Model is often times used in Six Sigma. This model assumes that there is an expected quality of the products or services that the customers take for granted. However, this is the minimum quality a product or service can have. Therefore, it won't be enough to keep customers happy.
The expected quality can be something related to the on-time delivery or to the customer service.
One thing to have in mind is that the organizations should aim for the "Exciting Quality", which means delivering more than the customer is expecting. A simple example would be to offer a glass of champagne when someone decides to make a travel using your transportation company.
The expected quality can be something related to the on-time delivery or to the customer service.
One thing to have in mind is that the organizations should aim for the "Exciting Quality", which means delivering more than the customer is expecting. A simple example would be to offer a glass of champagne when someone decides to make a travel using your transportation company.