chapter  10
Kano Model
ByH. James Harrington
Pages 12

When you meet customer requirements, you do not gain customer loyalty. You need to WOW them to have customers for life.

H. James Harrington

Definition ........................................................................................................106 User ..................................................................................................................106 Often Used in the Following Phases of the Innovative Process ...............106 Tool Activity by Phase ...................................................................................107 How the Tool Is Used .....................................................................................107