The Customer-Driven Organization: Employing the Kano Model
Autor Lance B. Coleman, Sr.en Limba Engleză Paperback – 8 dec 2014
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.
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Specificații
ISBN-13: 9781482217100
ISBN-10: 1482217104
Pagini: 116
Ilustrații: 54 black & white illustrations, 6 black & white tables
Dimensiuni: 178 x 254 x 10 mm
Greutate: 0.27 kg
Ediția:1
Editura: Taylor & Francis
Colecția Productivity Press
Locul publicării:Oxford, United Kingdom
ISBN-10: 1482217104
Pagini: 116
Ilustrații: 54 black & white illustrations, 6 black & white tables
Dimensiuni: 178 x 254 x 10 mm
Greutate: 0.27 kg
Ediția:1
Editura: Taylor & Francis
Colecția Productivity Press
Locul publicării:Oxford, United Kingdom
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Public țintă
Professional Practice & DevelopmentRecenzii
What is interesting about this book is its breadth ... it demonstrates how to use the Kano model and a wide variety of quality tools and methods to build a customer-driven organization of any kind. It takes a wide view of application rather than being in depth. It thereby sets the broader context for really understanding how to achieve customer delight rather than getting bogged down in the tools. After all, what really counts is how the principles, tools, and methods are integrated together to achieve excellent products or services—that is what the customer seeks. That is what this book achieves.
—Frank Murdock, MSIE, MS Applied Mathematics; 2014 Chair, ASQ Lean Enterprise Division; Principal Consultant, FKM Consulting
This book shows how the Kano model, Voice of the Customer, and Quality Function Deployment bring successful products into the marketplace for both service and manufacturing companies.
—James Bossert, PhD, CLSSMBB, 2014 Editor of ASQ Six Sigma Forum Magazine
The Kano model is a powerful concept in the world of quality and customer satisfaction. Lance Coleman’s book provides a very helpful introduction, illustrated with many real-world examples that help the reader get beneath the surface of the model. All types of companies, including healthcare organizations, can use this book to verify that they truly understand what their customers (or patients) need and the things that will surprise and delight them!
—Mark Graban, Shingo Prize-Winning Author of Lean Hospitals and Healthcare Kaizen, Consultant, and Speaker
With engaging stories and solid examples of how it can be applied, this book shows how to put the Kano model to practical use along with Hoshin Kanri and Quality Function Deployment. A good roundup of Lean, process improvement, control, and planning makes this book a great guide to putting the customer at the heart of the organization.
—Melvyn Thornley M.Eng MBA, CQP, CSSMBB, 2014 New Zealand Organization for Quality Vice President; Managing Director, Thornley Group
This book brings about the understanding not only of customer satisfaction as most of us understand it but something much deeper than that. Let’s call it ‘Meta Satisfaction’—the satisfaction of experiencing satisfaction. The message in the book is epitomized by a reflection on the conversation with Lance and his wife with a cabin attendant on a cruise ship. When offered praise and a tip for a service rendered, the cabin attendant replied, ‘no tip, thank you, it is my pleasure to serve you.’ Now we are talking Quality.
—Paul Harding, MSIA, Executive Director, South African Quality Institute
—Frank Murdock, MSIE, MS Applied Mathematics; 2014 Chair, ASQ Lean Enterprise Division; Principal Consultant, FKM Consulting
This book shows how the Kano model, Voice of the Customer, and Quality Function Deployment bring successful products into the marketplace for both service and manufacturing companies.
—James Bossert, PhD, CLSSMBB, 2014 Editor of ASQ Six Sigma Forum Magazine
The Kano model is a powerful concept in the world of quality and customer satisfaction. Lance Coleman’s book provides a very helpful introduction, illustrated with many real-world examples that help the reader get beneath the surface of the model. All types of companies, including healthcare organizations, can use this book to verify that they truly understand what their customers (or patients) need and the things that will surprise and delight them!
—Mark Graban, Shingo Prize-Winning Author of Lean Hospitals and Healthcare Kaizen, Consultant, and Speaker
With engaging stories and solid examples of how it can be applied, this book shows how to put the Kano model to practical use along with Hoshin Kanri and Quality Function Deployment. A good roundup of Lean, process improvement, control, and planning makes this book a great guide to putting the customer at the heart of the organization.
—Melvyn Thornley M.Eng MBA, CQP, CSSMBB, 2014 New Zealand Organization for Quality Vice President; Managing Director, Thornley Group
This book brings about the understanding not only of customer satisfaction as most of us understand it but something much deeper than that. Let’s call it ‘Meta Satisfaction’—the satisfaction of experiencing satisfaction. The message in the book is epitomized by a reflection on the conversation with Lance and his wife with a cabin attendant on a cruise ship. When offered praise and a tip for a service rendered, the cabin attendant replied, ‘no tip, thank you, it is my pleasure to serve you.’ Now we are talking Quality.
—Paul Harding, MSIA, Executive Director, South African Quality Institute
Cuprins
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
Descriere
Which organizations provide customer satisfaction or inspire customer loyalty? Which is more important? This book gives detailed examples of how to deploy the Kano model of customer service excellence in a manufacturing setting, as well as, in service and other environments. Readers will learn how to directly apply Kano principles in their own business environments, establish priorities, increase efficiency, improve communication, and expand on business relationships.