I'm just off of an entire day of patient satisfaction survey training. Days like this renew my energy and drive for service excellence in healthcare.

Back in 1980, Professor Noriaki Kano of Japan and a group of his collegues developed a customer satisfaction model known as the Kano Model or Kano Analysis.  This analysis has been used virtually every industry from automobiles to hotels.  Unfortunately, it has not often found its way into healthcare.

Let me briefly describe it for you.

Old habits die hard.  Especially in hard times.

Pick up any newspaper or healthcare trade journal and you'll find the same thing...organizations making cuts in FTEs, service lines, etc.

There is no doubt that to weather tough economic times one must sinch their belt a little tighter.  It's happening all over the globe.