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Kano Model

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Kano Model - definition(s)

Kano Model - In the late 1970s Dr. Noriaki Kano of Tokyo Rika University further refined the notion of quality derived partially from his study of Herzberg's "Motivator-Hygiene Theory" and re-defined quality along two dimensions in contrast to the linear "good-bad" "ok-not ok" dimension in existence all along. The two dimensions were: 1) the degree to which a product or service performs, & 2) the degree to which the user is satisfied. The correlation of quality on two axes further led to three unique definitions of quality, namely: basic quality, performance quality and excitement quality.

[Category=Quality ]

Source: The Quality Portal, 13 April 2011 07:59:18, External 




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