Internationally recognized expert Noriaki Kano visited Kosovo for the first time
07/05/2019One of the world’s most renowned experts in quality management, Noriaki Kano visited Kosovo for the first time, where he was hosted by UBT, where he held a thematic lecture to UBT staff and students.
His renowned Kano Model was the main topic of his lecture, as a unique quality management practice known for managing customer satisfaction.
While explaining and analyzing all the spheres of management, including university management, Kano pointed out that the simple satisfaction rating scheme under the Kano Model makes the difference between the general and distinctive attributes that are related with the quality concepts of clients.
Through his Model, Professor Kano challenged conventional beliefs that improving any product attribute of a company can increase customer satisfaction.
He believes that not every attribute of performance can increase the level of customer satisfaction, while focusing on their level of loyalty.
For UBT Rector, Prof. Dr. Edmond Hajrizi, the UBT presence of a world-renowned expert is a great achievement and a unique experience that will remain written in the history of UBT and Kosovo.
In gratitude for his appreciation expressed for UBT, Rector Hajrizi gave to Professor Noriaki Kano a symbolic gift with state elements of Kosovo.