The Kano model
was developed by Noritako Kano. There is
an 'expected' quality that customers take
for granted. This is the minimum functionality,
and will not satisfy the customers:
The 'expected quality' represents a reasonable
level of quality and service, for example
timely and responsive customer service.
The organization should aim for 'Exciting
Quality', giving customers more than they
expected. If you book into a hotel and unexpectedly
find a bottle of wine and a box of chocolates
waiting for you that is 'Exciting Quality',
at least until all hotels adopt the idea
and then it becomes 'Expected Quality'.
Kano models are used in Six