QCM 110 · Quality Management
Session 2 · Hour 1 · The customer’s voice
Instructor cue 모호한 바람은 도면이 아니다.
90 minNow Open · 5 min left · next Demo
Kano’s rooms
Missing: anger. Present: silence. The floor.
Name the room of want
0/4
If it is missing, anger. If it is there, silence.
More is better. Less is worse. A straight line.
A gift they did not ask. A smile they did not plan.
More of this makes them leave. Stop it.
CheckA vague want is not a drawing. Turn one sentence into a number.