
71Lean Foundation
CustomeR quaLity index
As you begin to appreciate what the customer sees as value, the Customer Quality Index may be
benecial. The Customer Quality Index will help determine where one desires to be positioned in
the marketplace by visually allowing one to plot services, products, etc., related to price vs. quality.
kano modeL
We recommend that everyone becomes familiar with the Kano
10
model of customer satisfaction
(Figure 4.6). As we go through our Lean initiatives and make improvements, we must not lose sight
of the fact that, as customers of healthcare products and services, all patients and purchasers expect
a “basic le