Croatian International Standardisation Organisation (ISO) / International Electrotechnical Commission (IEC) 17025 accredited calibration laboratory聽Metroteka hosted dr Noriaki Kano, a world-known quality guru from University of Tokyo and creator of a customer satisfaction model better known as the Kano聽model.
Since this was Dr Kano鈥檚 first visit to Croatia and the Balkans, it was followed by a high level of public interest and media coverage.
During his time in Croatia鈥檚 capital (Zagreb), Dr Kano also visited Metroteka’s lab.
Metroteka鈥檚 CEO Sinisa Prugovecki said: 鈥淲e were delighted with Dr Kano鈥檚 visit. To have world-famous quality guru from Tokyo visit us in our workplace in Zagreb was a dream come true. And even more importantly a huge acknowledgement of our dedication to service quality which enabled us to become regional pharmaceutical industry’s lab of choice, whether we are talking about our accredited calibration services or equipment qualification and temperature mapping.鈥�
The visit was later followed by Dr Kano’s lecture “The Basics of Customer Satisfaction according to Kano Model” which was held in front of more than 200 participants.
One participant said: 鈥淚 was amazed by Dr Kano鈥檚 way of thinking. His lecture was filled with real-life examples that I could really identify with. It gave us a different look at the quality of services and products, and reminded us why focusing on customer is still our most important task.鈥�
Prugovecki explained that one of Metroteka鈥檚 long-term goals is to raise awareness on topics like service quality locally by sharing Metroteka’s knowledge and bringing world-class external experts. He said: 鈥淲e feel proud for bringing Dr Kano to Zagreb and are looking forward to many more lectures on quality.鈥�