Noriaki Kano

Noriaki Kano

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Noriaki Kano

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Noriaki Kano (狩野紀昭 Kanō Noriaki, pronounced ) is an educator, lecturer, writer and consultant in the field of quality management. He is the developer of a customer satisfaction model (now known as the Kano model) whose simple ranking scheme distinguishes between essential and differentiating attributes related to concepts of customer quality. He is a professor emeritus of the Tokyo University of Science.

Contributions to quality

In the late 1970s and early 1980s Kano and his colleagues laid the foundation for a new approach to modeling customer satisfaction. Kano challenged the conventional beliefs that improving each attribute of a company's product or service will lead to increased customer satisfaction. Kano believed that not all attributes of product or service performance are equal in the eyes of the customer, and that some attributes create higher levels of customer loyalty than others.

One of his well known books is the Guide to TQM in Service Industries.

Academic achievements, awards and honors

Noriaki Kano completed his undergraduate, masters, and doctoral degrees in the engineering school of the University of Tokyo. He retired from the Tokyo University of Science (TUS) after 35 years in research and education, as a lecturer and associate professor at the University of Electro-Communications and a full professor and head of the Department of Management Science at TUS.

He was the 1997 recipient of the Deming Prize for Individuals,...
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