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  • Title: Techniques for understanding the customer.
    Author: King B.
    Journal: Qual Manag Health Care; 1994; 2(2):61-7. PubMed ID: 10133368.
    Abstract:
    Who are the customers and what do they want? Every health care employee sometimes serves as a supplier providing input to an activity and sometimes as the recipient of the activity. This article explains the Kano model, which distinguishes between expected quality, one-dimensional, quality, and exciting quality. It also introduces Quality Function Deployment and the Customer Window, two tools for understanding and prioritizing customer demands.
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