Kano Model For Customer Satisfaction
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The Kano Model is a simple yet, effective Six Sigma tool that allows you to focus on what is of real value to your customer
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Kano Model
The document provides an overview of the Kano Model, which was developed by Noriaki Kano to challenge traditional customer satisfaction models. The Kano Model classifies customer requirements into three categories - dissatisfiers, satisfiers, and delighters - based on their impact on customer satisfaction. The document outlines the origins, key elements, methodology, and applications of the Kano Model for identifying voice of the customer needs and determining appropriate strategies.
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The document discusses Total Quality Management (TQM). It defines TQM as integrating all functions and processes within an organization to continuously improve quality of goods and services with the goal of customer satisfaction. It discusses the contributions of quality gurus like Deming, Juran, and Crosby. It also defines different approaches to defining quality, types of quality costs, benefits of TQM, quality control processes, and objectives of quality control.
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- The Deming Prize, one of the highest TQM awards established in Japan in 1950 to recognize companies demonstrating outstanding quality control.
- The Malcolm Baldrige National Quality Award, the highest honor for innovation and performance excellence in the US. It recognizes achievements across different industry categories.
- ASQ certifications which recognize individuals demonstrating proficiency and knowledge in quality management areas like Six Sigma and quality engineering.
- The European Quality Award which promotes excellence through the EFQM model and recognizes organizations demonstrating strong performance.
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Kano Model
The document provides an overview of the Kano Model, which was developed by Noriaki Kano to challenge traditional customer satisfaction models. The Kano Model classifies customer requirements into three categories - dissatisfiers, satisfiers, and delighters - based on their impact on customer satisfaction. The document outlines the origins, key elements, methodology, and applications of the Kano Model for identifying voice of the customer needs and determining appropriate strategies.
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Quality awards and certifications
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- The Deming Prize, one of the highest TQM awards established in Japan in 1950 to recognize companies demonstrating outstanding quality control.
- The Malcolm Baldrige National Quality Award, the highest honor for innovation and performance excellence in the US. It recognizes achievements across different industry categories.
- ASQ certifications which recognize individuals demonstrating proficiency and knowledge in quality management areas like Six Sigma and quality engineering.
- The European Quality Award which promotes excellence through the EFQM model and recognizes organizations demonstrating strong performance.
It also mentions several Indian awards that promote quality like the Rajiv Gandhi National Quality Award, CII-EX
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http://flevy.com/browse/business-document/total-quality-process-tqp-349
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2. Describe the TQP framework ("House of Quality")
3. Define the Four Key Activities for managing quality
4. Explain the need for a culture change, starting at the top
5. Demonstrate a personal commitment to total quality
6. Explain the TQP implementation infrastructure
7. Describe how to put the systems for TQP into motion
8. Identify ways to sustain TQP activities
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http://flevy.com/browse/business-document/total-quality-process-tqp-349
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1. Explain the Principles of Quality
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3. Define the Four Key Activities for managing quality
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If the document were summarized in 3 sentences or less:
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The document discusses integrated marketing communications (IMC), which aims to make all aspects of marketing communications work together as a unified strategy. It explains the different levels of integration in IMC, including horizontal, vertical, internal, and external integration. Additionally, it covers topics such as the IMC planning process, understanding consumer behavior, and the various tools used in IMC like advertising, sales promotion, public relations, direct marketing, and others.
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一模一样【微信：A575476】【新西兰奥塔哥大学毕业证（otago毕业证）成绩单Offer】【微信：A575476】（留信学历认证永久存档查询）采用学校原版纸张、特殊工艺完全按照原版一比一制作（包括：隐形水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠，文字图案浮雕，激光镭射，紫外荧光，温感，复印防伪）行业标杆！精益求精，诚心合作，真诚制作！多年品质 ,按需精细制作，24小时接单,全套进口原装设备，十五年致力于帮助留学生解决难题，业务范围有加拿大、英国、澳洲、韩国、美国、新加坡，新西兰等学历材料，包您满意。
【业务选择办理准则】
一、工作未确定，回国需先给父母、亲戚朋友看下文凭的情况，办理一份就读学校的毕业证【微信：A575476】文凭即可
二、回国进私企、外企、自己做生意的情况，这些单位是不查询毕业证真伪的，而且国内没有渠道去查询国外文凭的真假，也不需要提供真实教育部认证。鉴于此，办理一份毕业证【微信：A575476】即可
三、进国企，银行，事业单位，考公务员等等，这些单位是必需要提供真实教育部认证的，办理教育部认证所需资料众多且烦琐，所有材料您都必须提供原件，我们凭借丰富的经验，快捷的绿色通道帮您快速整合材料，让您少走弯路。
留信网认证的作用:
1:该专业认证可证明留学生真实身份
2:同时对留学生所学专业登记给予评定
3:国家专业人才认证中心颁发入库证书
4:这个认证书并且可以归档倒地方
5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息
6:个人职称评审加20分
7:个人信誉贷款加10分
8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才
→ 【关于价格问题（保证一手价格）
我们所定的价格是非常合理的，而且我们现在做得单子大多数都是代理和回头客户介绍的所以一般现在有新的单子 我给客户的都是第一手的代理价格，因为我想坦诚对待大家 不想跟大家在价格方面浪费时间
对于老客户或者被老客户介绍过来的朋友，我们都会适当给一些优惠。
选择实体注册公司办理，更放心，更安全！我们的承诺：可来公司面谈，可签订合同，会陪同客户一起到教育部认证窗口递交认证材料，客户在教育部官方认证查询网站查询到认证通过结果后付款，不成功不收费！
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- 1. An excellent example of a quot;Delighterquot; from our recent family vacation in Florida.
- 2. Kano Model of Quality SATISFACTION FULLY NEUTRAL ABSENT IMPLEMENTED DISSATISFACTION
- 3. Kano Model of Quality SATISFACTION ‘MUST HAVES’ are unlikely to make the customer happy at any level of performance, while its absence would be immediately noticed and cause grave dissatisfaction FULLY NEUTRAL ABSENT IMPLEMENTED MUST HAVES (expected and unspoken) DISSATISFACTION
- 4. Kano Model of Quality SATISFACTION EXCITEMENT rs e fi tis Sa FULLY NEUTRAL ABSENT IMPLEMENTED ‘Satisfiers’ the customer can be either pleased or displeased by it and the more of it there is the happier DISSATISFACTION the customer
- 5. Kano Model of Quality SATISFACTION EXCITEMENT DELIGHTERS (unexpected and unspoken) FULLY NEUTRAL ABSENT IMPLEMENTED ‘DELIGHTERS’ its absence will not displease the customer, but if it is available it delights the customer DISSATISFACTION
- 6. Kano Model of Quality SATISFACTION EXCITEMENT 3 rs e 2 fi DELIGHTERS tis (unexpected and Sa unspoken) FULLY NEUTRAL ABSENT IMPLEMENTED 1 Take care of your MUST HAVES customers’ (expected and unspoken) expectations in sequence from expected to DISSATISFACTION normal to exciting!
- 7. Discussion How would you use the Kano model?
- 8. Learning Points – Kano Model All customer requirements are not the same Items that are Delighters gradually become basic requirements The model can be used to focus attention on what is of value to the customer