The Kano model is a theory developed in the 1980s to help companies analyze customer needs and determine what features delight or satisfy basic needs. It categorizes needs into three types: dissatisfiers (basic needs that cause dissatisfaction if absent), satisfiers (needs where more is better), and delighters (unexpected needs that impress customers). For example, cleanliness is a basic hotel need that causes dissatisfaction if absent, while internet access satisfies as quality increases, and complimentary cookies delight customers. The model helps companies understand changing customer expectations over time to meet minimum needs and differentiate through delighters.
Quality Function Deployment (QFD) is a customer-focused apporach to product development. Market and customer requirements determine the planning process for new products and services.
User our Quality Function Deployment template (QFD) to analyze market and customer expectations. Then your business can optimize its development process and improve its products carefully targeted to satisfy client needs.
Download this Quality Function Deployment PowerPoint template now: http://www.presentationload.com/en/business/Quality-Management/Quality-Function-Deployment.html
In these slides you can also find explanatory diagrams for the Kano Model and House of Quality.
Quality Function Deployment (QFD) is a customer-focused apporach to product development. Market and customer requirements determine the planning process for new products and services.
User our Quality Function Deployment template (QFD) to analyze market and customer expectations. Then your business can optimize its development process and improve its products carefully targeted to satisfy client needs.
Download this Quality Function Deployment PowerPoint template now: http://www.presentationload.com/en/business/Quality-Management/Quality-Function-Deployment.html
In these slides you can also find explanatory diagrams for the Kano Model and House of Quality.
Chapter 1, Quality Assurance, Total Quality Management, Zia Ul Haq, Spring 2016, Preston University Karachi, Service Quality, Quality in Product, Quality in Service, Juran 10 Points, Baldrige Award, Croby 14 Points
Cost of Quality is a widely spread and widely misunderstood concept.Here is a presentation that will evaporate all your doubts regarding this topic.A very well explained case study of H&S motors.It is a very well structured presentation.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Total Quality Management (TQM) is a holistic approach to long-term success that views continuous improvement in all aspects of an organization as a process and not as a short-term goal. It aims to radically transform the organization through progressive changes in the attitudes, practices, systems and structures.
By teaching this presentation, employees will understand the importance of making a personal commitment to quality, focus on satisfying both internal and external customer requirements, and working as a team to improve quality.
This training presentation includes quality philosophies from key quality leaders such as W. E. Deming, J. M. Juran and Philip Crosby, and provides a summary of process management, steps for TQM implementation, key tools and techniques for total quality as well as the key business excellence and quality management models.
LEARNING OBJECTIVES
1. Explain the meaning of Total Quality Management (TQM)
2. Identify key leaders in the field of quality and their philosophies
3. Identify characteristics of the TQM philosophy
4. Understand the importance of process management and measuring the cost of quality
5. Describe the key business excellence and quality models
6. Describe Total Quality leadership attitudes and behaviors
7. Identify tools and techniques for Total Quality
8. Define the steps for TQM implementation
CONTENTS
1. Introduction to TQM
2. Customer Focus
3. Employee Involvement & Empowerment
4. Process Management
5. Cost of Quality
6. Business Excellence & Quality Management Models
7. Total Quality Leadership
8. Implementing TQM
9. Tools & Techniques for Total Quality
10. Key Takeaways
Knowing your customer, Doing a regular follow-up, Interacting with them, Offering them the best most importantly simplifying work to get the best output....
The presentation discusses about Customer Focus, Customer Satisfaction, Customer Orientation, Customer Complaints and Customer Retention in relation with Total Quality Management.
Chapter 1, Quality Assurance, Total Quality Management, Zia Ul Haq, Spring 2016, Preston University Karachi, Service Quality, Quality in Product, Quality in Service, Juran 10 Points, Baldrige Award, Croby 14 Points
Cost of Quality is a widely spread and widely misunderstood concept.Here is a presentation that will evaporate all your doubts regarding this topic.A very well explained case study of H&S motors.It is a very well structured presentation.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Total Quality Management (TQM) is a holistic approach to long-term success that views continuous improvement in all aspects of an organization as a process and not as a short-term goal. It aims to radically transform the organization through progressive changes in the attitudes, practices, systems and structures.
By teaching this presentation, employees will understand the importance of making a personal commitment to quality, focus on satisfying both internal and external customer requirements, and working as a team to improve quality.
This training presentation includes quality philosophies from key quality leaders such as W. E. Deming, J. M. Juran and Philip Crosby, and provides a summary of process management, steps for TQM implementation, key tools and techniques for total quality as well as the key business excellence and quality management models.
LEARNING OBJECTIVES
1. Explain the meaning of Total Quality Management (TQM)
2. Identify key leaders in the field of quality and their philosophies
3. Identify characteristics of the TQM philosophy
4. Understand the importance of process management and measuring the cost of quality
5. Describe the key business excellence and quality models
6. Describe Total Quality leadership attitudes and behaviors
7. Identify tools and techniques for Total Quality
8. Define the steps for TQM implementation
CONTENTS
1. Introduction to TQM
2. Customer Focus
3. Employee Involvement & Empowerment
4. Process Management
5. Cost of Quality
6. Business Excellence & Quality Management Models
7. Total Quality Leadership
8. Implementing TQM
9. Tools & Techniques for Total Quality
10. Key Takeaways
Knowing your customer, Doing a regular follow-up, Interacting with them, Offering them the best most importantly simplifying work to get the best output....
The presentation discusses about Customer Focus, Customer Satisfaction, Customer Orientation, Customer Complaints and Customer Retention in relation with Total Quality Management.
Customer service principles is a necessary module for every studentfento2011
At the end of this section candidates should be able to:
• Describe customer service.
• Explain why customer service is important to the
success of every organisation.
• Identify who their customers are.
• Identify the drawbacks of poor customer service.
• Explain how to promote good service.
• Demonstrate an understanding of customer
service needs and expectations.
Indicative content
1.1 Outline knowledge of basic principles - maintaining
good customer service at all times; treating all
customers with respect; identifying and meeting
customer needs; providing the service expected by
the company.
1.2 Understanding why customer service is important to
the company and to you – it helps to make the
organisation successful, generates repeat business,
assists profit and growth.
1.3 Identifying external and internal customers and their
importance to the organisation.
1.4 Appreciate the drawbacks of not serving internal and
external customers effectively, e.g. poor reputation,
loss of business, loss of profit, loss of jobs.
Customer service principles is a necessary module for every studentfento2011
Customer service is very important to an organisation regardless of the nature of the business they are in. Superior customer service will guarantee continued business through repeat purchases as well as references by satisfied customers. Many organisations offer similar products and differentiation will only be possible by varying service levels against competitors. Good customer service builds from understanding the customer, communicating effectively at different situations and be able to sell the organisation’s product effectively and efficiently. Skills for good customer service are built in this module and the role of quality assurance and employee resourcing for customer service is explored.
Aims and Objectives of this Module
This module enables students to gain understanding on how superior customer service contributes to the overall performance organisations. On successfully completing this module, the learners will be able to:
• Understand the importance of customer service to the overall marketing effort of an organisation.
• Know the service skills required to meet the requirements of the customers’ needs
• Understand the need for setting quality standards for customer service level.
• Explain the effect of employee resourcing to service provision.
• Understand how organisations vary customer service to match individual needs
The above objectives will be addressed by the LOs. targeting the following skills below:
• Knowledge and Understanding
• Intellectual Skills
• Professional Skills
• General and transferable Skills
This presentation is an continuation of my earlier presentation of TQM. This Ppt covers Quality Function Deployment, Quality Control Tools - Old and New, Benchmarking, Business Process Reengineering, Six Sigma, etc
This presentation is in continuation of my earlier presentation on TQM. Here, I have discussed on Quality Function Deployment, Voice of Customer, Failure Mode Effect Analysis, Quality Control Tools - Old and New, Business process Reengineering, Benchmarking, and Six Sigma.
Customer Satisfaction and Customer Involvement: Customer Satisfaction: customer and customer perception of quality, feedback, using customer complaints, service quality, translating needs into requirements, customer retention, case studies.
Employee Involvement – Motivation, employee surveys, empowerment, teams, suggestion system, recognition and reward, gain sharing, performance appraisal, unions and employee involvement, case studies.
(Refer Besterfield REVISED 3RD EDITION – Chapter 3 and 4)
A lot of businesses in the world, especially the dry cleaning and Laundry businesses fail every day due to the common mistakes made by the business owners themselves. Learn about those mistakes and how to overcome them in order to make your laundry business / dry-cleaning business FUTURE SAFE
Your Value Proposition is the reason that customers choose to buy from you, it needs to be a core business skill. This slideshare shows you how to develop compelling value propositions with a focus on B2B companies
The Indian economy is classified into different sectors to simplify the analysis and understanding of economic activities. For Class 10, it's essential to grasp the sectors of the Indian economy, understand their characteristics, and recognize their importance. This guide will provide detailed notes on the Sectors of the Indian Economy Class 10, using specific long-tail keywords to enhance comprehension.
For more information, visit-www.vavaclasses.com
The Art Pastor's Guide to Sabbath | Steve ThomasonSteve Thomason
What is the purpose of the Sabbath Law in the Torah. It is interesting to compare how the context of the law shifts from Exodus to Deuteronomy. Who gets to rest, and why?
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
The Roman Empire A Historical Colossus.pdfkaushalkr1407
The Roman Empire, a vast and enduring power, stands as one of history's most remarkable civilizations, leaving an indelible imprint on the world. It emerged from the Roman Republic, transitioning into an imperial powerhouse under the leadership of Augustus Caesar in 27 BCE. This transformation marked the beginning of an era defined by unprecedented territorial expansion, architectural marvels, and profound cultural influence.
The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
The Roman Empire’s society was hierarchical, with a rigid class system. At the top were the patricians, wealthy elites who held significant political power. Below them were the plebeians, free citizens with limited political influence, and the vast numbers of slaves who formed the backbone of the economy. The family unit was central, governed by the paterfamilias, the male head who held absolute authority.
Culturally, the Romans were eclectic, absorbing and adapting elements from the civilizations they encountered, particularly the Greeks. Roman art, literature, and philosophy reflected this synthesis, creating a rich cultural tapestry. Latin, the Roman language, became the lingua franca of the Western world, influencing numerous modern languages.
Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
This is a presentation by Dada Robert in a Your Skill Boost masterclass organised by the Excellence Foundation for South Sudan (EFSS) on Saturday, the 25th and Sunday, the 26th of May 2024.
He discussed the concept of quality improvement, emphasizing its applicability to various aspects of life, including personal, project, and program improvements. He defined quality as doing the right thing at the right time in the right way to achieve the best possible results and discussed the concept of the "gap" between what we know and what we do, and how this gap represents the areas we need to improve. He explained the scientific approach to quality improvement, which involves systematic performance analysis, testing and learning, and implementing change ideas. He also highlighted the importance of client focus and a team approach to quality improvement.
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
Unit 8 - Information and Communication Technology (Paper I).pdf
Kano analysis
1.
2. The Kano model is a theory
developed in the 1980s by
Professor Noriaki Kano
3. How does a company
analyze customer needs?
How can it easily determine
what delights customers or
what their basic needs are?
4. The Kano model is a theory of
product development and
customer satisfaction
5. New Product Development
New Service Development
Project Selection
Lean Six Sigma
Design for Six Sigma
Determine Market Strategies
6. 1. Satisfying basic needs: Allows a company to get into the market.
2. Satisfying performance needs: Allows a company to remain in the
market.
3. Satisfying excitement needs: Allows a company to excel, to be world
class.
Dissatisfier - Must be’s – Cost of Entry
Satisfier – More is better – Competitive
Delighter – Latent Need – Differentiator
8. Expected features or characteristics of a product or service
(legible forms, correctly spelled name, basic functionality).
These needs are typically “unspoken.” If these needs are not
fulfilled, the customer will be extremely dissatisfied.
Dissatisfiers or Basic Needs - Must be’s – Cost of Entry
9. An example of an “unspoken” need when staying at a hotel is
cleanliness. This includes a clean bathroom, clean linens and a
pleasant, fresh aroma in the air.
When a person books a reservation at a hotel, they do not request a
clean room. They expect it. If this basic need is not met, they will be
extremely dissatisfied..
Dissatisfiers or Basic Needs - Must be’s – Cost of Entry
10. Standard characteristics that increase or decrease satisfaction by
their degree/level (cost/price, ease of use, speed).
These needs are typically “spoken.”
Using the hotel example again, “spoken” needs could be
Internet access, a room away from the elevators, a non-smoking
room, the corporate rate, etc.
Satisfiers or Performance Needs - More is better – Competitive
11. Unexpected features or characteristics that impress customers and
earn the company “extra credit.”
These needs also are typically “unspoken.”
Think of the Doubletree Hotels. Those who stay there are delighted
(pleasure/satisfaction ) by a freshly baked, chocolate chip cookie
delivered to their room during turn-down service.
Satisfying excitement needs - Delighter – Latent Need – Differentiator
12. • Indifferent Quality These attributes refer to aspects
that are neither good nor bad, and they do not result in
either customer satisfaction or customer dissatisfaction.
• Reverse Quality These attributes refer to a high degree
of achievement resulting in dissatisfaction and to the
fact that not all customers are alike.
• For example, some customers prefer high-tech
products, while others prefer the basic model of a
product and will be dissatisfied if a product has too
many extra features.
13. The important points to keep in
mind are
1) what delighted customers in
the past is now expected and
2) what is expected today will
not meet minimum customer
expectations in the future.
14. Analyze &
Brainstorm
Research
Plot &
Diagram
Strategize
•Research available
data sources
•Determine data
collection strategy
•Design data
collection
instruments
•Collect and
summarize data
•Analyze results
from data collection
•Brainstorm list of
features and
functionality
•Develop Functional
and Dysfunctional
Questionnaire
•Distribute
Questionnaire
•Develop Customer
Requirement Matrix
•Record
Questionnaire
results in Matrix
and Summarize
•Plot results on
Kano Model
•Determine Project
selection
•Product Development
•Service Development
•Identify Marketing
Strategy