ASQ Atlanta Section Meeting May 23, 2024

When:  May 23, 2024 from 06:00 PM to 08:00 PM (ET)
Associated with  Greater Atlanta Section

Employing the Kano Model to Understand the Voice of the Customer

By Dr. Beth Cudney

Overview:     Are you striving to meet ever-evolving customer expectations? If so, then you will want to join us for this month’s presentation!

This talk will enable you to develop and analyze a Kano survey to understand the diverse needs of customer segments, identify customer needs and categorize them based on their impact on customer satisfaction, and prioritize customer needs effectively using strength values.

 In this informative presentation, you will learn to:

  • Develop a Kano questionnaire
  • Identify customer needs using the Kano model
  • Perform voice of the customer analysis and interpret the results