The customer-driven organization, employing the kano model, by Lance B. Coleman and Sr
Type
Label
The customer-driven organization, employing the kano model, by Lance B. Coleman and Sr
Language
eng
Abstract
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. Exploring the Kano Model, The Customer-Driven Organization: Employing the Kano Model explains why just meeting customer needs is no longer enough for today's organizations. It explains how to identify true customers?both internal and external. Readers will learn how to directly apply Kano principles in their own business environments or personal lives, to establish priorities, increase efficiency, improve communication, and expand on existing relationships. The book explains how to establish a value proposition for your organization and, more importantly, how and when to provide "delightful" service. Demonstrating how to incorporate the Kano philosophy into your day-to-day activities, this book is a must-read for any organization or individual looking to do more with less by achieving a truly customer-driven focus
Bibliography note
Includes bibliographical references and index
Illustrations
illustrationsmaps
Index
index present
Literary Form
non fiction
Main title
The customer-driven organization
Nature of contents
bibliographydictionaries
Oclc number
11073081313
Responsibility statement
by Lance B. Coleman and Sr
Sub title
employing the kano model
Table Of Contents
Chapter 1 Introducing the Kano Model -- chapter 2 Shifting Focus -- chapter 3 Planning Tools -- chapter 4 Deployment Tools -- chapter 5 Metrics and Monitoring -- chapter 6 Root Cause Analysis -- chapter 7 Project Management -- chapter 8 Putting All the Pieces Together -- chapter 9 Conclusion