Contributions To Quality
In the late 1970s and early 1980s Kano and his colleagues laid the foundation for a new approach to modeling customer satisfaction. Kano challenged the conventional beliefs that improving each attribute of a company's product or service will lead to increased customer satisfaction. Kano believed that not all attributes of product or service performance are equal in the eyes of the customer, and that some attributes create higher levels of customer loyalty than others.
One of his well known books is the Guide to TQM in Service Industries.
Read more about this topic: Noriaki Kano
Famous quotes containing the words contributions to and/or quality:
“The vast material displacements the machine has made in our physical environment are perhaps in the long run less important than its spiritual contributions to our culture.”
—Lewis Mumford (1895–1990)
“Spindly branches of buttercups were secreted among gleaming stems still moist at the roots from last night’s rain that had washed and refreshed the entire wood, had dowered it in poignant transparency, the unique, inconsolable quality of rainy countries, as if all was glimpsed through tears.”
—Angela Carter (1940–1992)