The Kano model: identification of handbook attributes to learn in practice

Abstract

Purpose Statistics shows terrifying tendencies in people’ unwillingness to develop themselves by reading books. The situation is even more serious if we look at companies and their employees. People want to be specialists, but in fact reading culture in companies is rare. Many actions which are undertaken to reverse this trend may lead to sales increase of books by collecting them instead of reading them, if the quality of handbooks will not be improved. To enhance people to read, it is essential to offer them a product that would really satisfy their needs. The study presented in the paper contributes to the knowledge about some general practitioners requirements for handbooks on methods, in particular these used in quality and management. It shows also the usefulness of Kano’s model application in the new area. A case study was conducted with the application of Kano’s model to identify potential readers’ expectations of a handbook for practitioners in problem-solving methods. The research was based on sample size equal to 376 different people: managers, specialists, operators, directors, students and professors in Poland. As a result, a book on problem solving method called “5 why” was created to verify if the model really works. Design/methodology/approach It shows the usefulness of Kano’s model application in the new area of education. Findings Potential readers’ expectations of a handbook for practitioners in problem solving methods were identified. The research was based on sample size equal to 376 different people: managers, specialists, operators, directors, students and professors in Poland. Social implications By taking into consideration expectations from customers, authors of books and educational services may improve their works. Both sides would make profits form this: customers – better product, authors – bigger and satisfied audience. Originality/value From many previous researches, it is known that the Kano’s model is a useful, practical tool for industries; however, studies show that it is also well applicable in providing education service. As a result of the research, a book on problem-solving method called “5 why” was created to prove if the model really works in practice.

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