Given the near-constant need to adjust performance against client satisfaction, Kano
analysis can help law departments better frame their thinking about client requirements
and expectations. The same service attributes may fall into widely differing Kano
categories when applied to different legal needs.
By helping the process improvement team better understand the composition of these
requirements for each service rendered by the law department, the Kano model can
prompt the law department to consider more sweeping changes in its service mix.
Particularly, Kano analysis can surface potential processes that the business
units could and would prefer to self-manage through standardized forms and