All Posts Tagged With: "dissatisfaction"
Kano Satisfaction Model
A few years ago, I met Noriaki Kano at a hotel restaurant in St. Paul to talk about his famous satisfaction model that helped earn him a Deming Prize and ASQ Medals of Distinction. A retired professor, Kano still spoke about the evolution of his model with intensity and curiosity.
The point of the Kano Satisfaction Model is that organizations need a profound understanding of their customers’ requirements to increase satisfaction and secure loyalty. Not all customer requirements are equal. The Baldrige Criteria ask: “How do you use customer, market, and product offering information to identify and anticipate key customer requirements and changing expectations and their relative importance to customers’ purchasing or relationship decisions?”According to Kano, “relative importance” can be characterized as basic, performance, and excitement.
Basic services or features do little to improve satisfaction unless they fail, in which case they can cause serious dissatisfaction. We expect the checkout lane in a store to move relatively quickly and without any problems. When it does, we don’t feel more satisfied with the store because that is what we expected. When it doesn’t, we feel frustrated and dissatisfied.
Performance services or features are those that produce customer satisfaction. If the store you are visiting…
30Aug2010 | Steve George | 0 comments | Continued10 Critical Questions: Results
The Baldrige model focuses on results: You don’t transform an organization without a very good reason, and for those organizations that transform themselves through Baldrige, the reason is because it delivers results. Check out some of the results achieved by Baldrige Award recipients in the following areas:
Better yet, read Category 7 in the award application summary of any winner you choose (click here) and you will find impressive results across all six of the areas measured.
The Results Category is the only Category in the Baldrige Criteria that examines your organization’s performance and improvement—but this one Category is worth 45% of the possible points when scoring a Baldrige application because the Baldrige model focuses on results. The best way to evaluate your results is through an assessment using the Baldrige Criteria. You can find out how to do that here. If you cannot do a full assessment but want insight into how to improve your results, here are 10 critical questions to ask and answer:
What are your current levels and trends in key measures of:
- Product performance OR student learning and improvement in student learning OR health care outcomes, health care process results, patient safety, and patients’ functional status?
- Customer/student/patient and stakeholder satisfaction,…
