The Kano Philosophy for Excellence in Health Care

Maureen Bisognano, Executive Vice President and Chief Operating Officer at the Institute for Healthcare Improvement, explores some of the theories of Dr. Noriaki Kano. In the healthcare industry the connections between quality and cost are not always clear. Mrs. Bisognano uses Dr. Kano's framework and demonstrates three ways that health care leaders can improve quality. She also speaks on the need to balance competing priorities and associated tensions between professionals of the healthcare and financial services respectively. Finally, Mrs. Bisognano describes new roles for physician leaders as they work to improve clinical and operational performance and achieve best financial outcomes.