Customer-Driven Organization - Employing the Kano Model

List of contents

Preface, Acknowledgments, About the Author, Introduction, 1 Introducing the Kano Model, 2 Shifting Focus, 3 Planning Tools, 4 Deployment Tools, 5 Metrics and Monitoring, 6 Root Cause Analysis, 7 Project Management, 8 Putting All the Pieces Together, 9 Conclusion, Bibliography

About the author

Lance B. Coleman Sr.

Summary

Does your organization provide customer satisfaction or does it inspire customer loyalty? Which is more important? See how lessons learned from the service sector were applied to manufacturing and other diverse settings, including the nonprofit sector and even on one‘s own home front

Product details

• Authors: Sr. Coleman, Lance B. Coleman Sr.
• Publisher: Taylor & Francis Ltd.
• Languages: English
• Product format: Hardback
• Released: 31.12.2018
• EAN: 9781138438224
• ISBN: 978-1-138-43822-4
• No. of pages: 116
• Subjects: Natural sciences, medicine, IT, technology > Technology > Miscellaneous; TECHNOLOGY & ENGINEERING / Manufacturing, BUSINESS & ECONOMICS / Total Quality Management, Other manufacturing technologies, Quality Assurance (QA) & Total Quality Management (TQM), Quality Assurance (QA) and Total Quality Management (TQM)