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This document discusses principles of quality management and continuous improvement methodology. It covers two main topics: 1) A review of previous agenda items and the Kano Model, and 2) Continuous Quality Improvement. Key points include defining value co-creation with customers, identifying value-added and non-value added activities, reducing waste, and using the Kano Model to understand changing customer needs and expectations. Continuous improvement focuses on reducing non-value added time to improve qu

Author

Ari Nafis

Language

EN