An energetic and highly experienced Trainer, Facilitator and Coach with strong communication skills. Mark has trained and coached over 1000 people in improvement methodologies (including DMAIC and DMADV), in several sectors and in numerous countries, helping to enhance their skills and improve their processes. With wide experience in Operational and Project/IT Change Management, Manufacturing and Engineering,

Kano Thinking and Apple

Apple and the end of Kano Thinking?

I was reading this week* that Apple’s newly anticipated handsets will probably not feature the cutting edge, “delighter” led, technology features we have come to love in their iPhone products over the years. This got me thinking about Kano Thinking and it’s relevance in 2019. When Noriaki Kano published “Attractive quality and must-be quality” in…