Amazing Audits

摘要

A quality audit program could be considered a service for an organization that's provided by the quality department. Because of this, the Kano model can be the ideal lens for analyzing the performance of an organization's quality audit program. In the 1980s, Noriaki Kano created the model as a theory of how to align product development with customer needs. Kano focuses on customer service and the benefits of delivering exceptional value to the customer, whether internal or external, through service that delights the customer. The Kano model recognizes four states: nonperforming (failure), basic must haves (cost of entry into the marketplace), performing (more is better) and exciting or delightful service (surprises and delights the customer).