50 years behind


  • 50 years behind replied to the topic Customer?? in the forum General 14 years, 3 months ago

    The more interesting question is: Is GrayR familiar with any of the discussions that followed Kano’s model (developed 50 years ago and never tested it empirically … which is therefore also known as a “heuristic model” :-)?
    And what strange logic to equate “expected quality” with “x lbs of material” … So now we shift “expectations” to the lev…[Read more]