Page 68 - Six Sigma Demystified

Chapter 3 f o c u s i n g t h e d e p loy m e n t 49

Figure 3.1 Perceiving customer requirements as goalposts assumes constant
maximum value within specs.

variation, so that their processes are affected to a minimal degree. This enhances
their ability to plan, regardless of their environment. If your organization makes
a product, customers want to use your product in a consistent manner, with few
adjustments of their equipment to compensate for variation between products.
If your organization provides a service, your customers want that service to be
consistent so that they know what to expect and when to expect it.
These concepts are illustrated in the Kano model (developed by Noritaki
Kano) shown in Figure 3.2, where quality is represented on the x axis and cus-
tomer satisfaction is represented on the y axis. The expected quality is shown
on the diagonal line, indicating that an ambivalent level of satisfaction (neither

Figure 3.2 Kano model of customer satisfaction and quality.