The Kano Model: Not All Customer Needs Are Equal

The Kano Model: Not All Customer Needs Are Equal

We often talk about giving customers what they want. But there is a problem with that apparently simple idea: not everything a customer wants has the same effect on customer satisfaction. Some things simply have to be there. Some things are better the more of them we...

Lean Training Program at Northwood Technical College

Hello Everyone, today we would like to share with you a client experience from when St Andrews Lean Consulting had the privilege of introducing process improvement to Northwood Technical College (NTC). We asked Becka Cusick, the quality improvement co-ordinator at NTC...