Let Kano determine your bonus

Piet de Roo, 2015

In 1984 Prof. Noriaki Kano published his article “Attractive Quality and Must-be Quality” about the system to categorize requirements based on customer satisfaction.

This classification of requirements is often used by requirements engineers and business analysts. It is also part of the CPRE education. Usually, though, Kano’s model is used only partly, mainly to visualize what will delight the customers, what will they take for granted and what will they complain about when it is not delivered. This article aims to illustrate the entire approach Prof. Kano described, based on an example that will relate to many of us: the reward system for employees in organizations. And for the managers among you: if you would like to know how to please your employees in the cheapest way, you might learn something as well.

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