Re: myths about compensation

[TomLutz610 <TomLutz610@aol.com>]

In a message dated 98-05-12 04:16:18 EDT, James R. Crow writes:

<< Money is at best a satisfier.  >>

I find similar parallels in this discussion on compensation, in the work I do
in Market and Customer Research.

Dr. Kano has some interesting opinions regarding customer satisfaction.  I may
not do his work justice, but I''ll try to summarize.  

1.  He says there are attributes that customers EXPECT ( and won't ask for),
that when absent cause dissatisfaction.  However, when delivered upon, do NOT
cause high satisfaction.  These are often the things mentioned in complaints.
2.  There are also attributes that customers SPECIFY ( and ask for ) that when
present to a high degree cause high satisfaction, and when performance is low,
cause low satisfaction.  By the way, these are often the things customers
mention in interviews - we call "top of mind" needs.
3.  There are also attributes that customers find EXCITING ( and never ask for
), though when suppliers deliver, customers love the performance and are
greatly satisfied.  Mostly these areas are the result of innovations, and
suppliers tuning into needs, with new services and products, never seen
before.

Of course, much of this could relate to Employee satisfaction.  

An interesting point:  what is at first EXCITING, migrates to being SPECIFIED,
and eventually could become EXPECTED.

I wish I knew how Dr. Kano's model evolved.  I also wonder what parallels Dr.
Kano draws to Maslow's teachings or  Dr. Deming's System of Profound
Knowledge.

Tom Lutz
tomlutz610@aol.com

PS  I long ago lost my original citation to Dr. Kano.  I believe I learned
this from an address published 4 or 5 years ago from a conference in Helsinki.
Anybody have any literature citations?
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