ABSTRACT
This chapters explains how the results of the Kano model are interpreted, and discusses the importance of Quality Function Deployment (QFD) in improving the quality of a product or service, which in recent years have successfully contributed to the systematic customer orientation of product and process development. The starting point of a customer-oriented company strategy consists of the needs and expectations of the customer. In order to truly fulfill or even exceed the, an appropriate level of product quality needs to be guaranteed. The increasing significance of quality, and of its consequences for a company, is also supported by the so-called Profit Impact of Marketing Strategies study (PIMS). It initiated in 1972 by the Strategic Planning Institute, analyzed the connection between company strategy and company success. Thrill standards are those product criteria which have the highest influence on customer satisfaction with a product. The manufacturer-oriented quality concept integrates within itself a product and process-related understanding of quality.
