Applying The Kano Model
The Kano Model is a prioritization analysis designed to help customer service teams prioritize improvement initiatives and KP I’s (Key Performance Indicators).
KANO Model applied to CTQ’s:
Classify your metrics into 3 categories
Identify the metrics that should be
continuously improved compared to those that need to achieve a minimum threshold
Identify metrics that should have 1 target or 2 targets
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