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.
Lance Coleman is a Quality Engineer and Lean Leader at The Tech Group where he serves as site Kaizen, CAPA, and customer complaint coordinator-managing the internal quality audit program. Lance has worked in Medical Device, Aerospace, and other regulated industries for over 15 years. He has a degree in Electrical Engineering Technology from the Southern Polytechnical University in Marietta, Georgia. He is an American Society for Quality (ASQ) Senior Member as well as, Certified Six Sigma Greenbelt, Quality Auditor, and Biomedical Auditor. Lance also presently serves as the ASQ Lean Enterprise Division Publications Subcommittee Chair.
Introducing the Kano Model Case-in-Point: Power of Kano in Action Case-in-Point: Delightful Service C.I.P. 1 C.I.P. 2 Case-in Point: Performing C.I.P. 1 C.I.P. 2a C.I.P. 2b Shifting Focus Case-In-Point: Communication and Context Case-in-Point: Explicit versus Implicit Needs Case-in-Point: Voice of the Customer External Customer Internal Customer Case-in-Point: Internal Customers Planning Tools 20 Keys Inverse Ishikawa (Fishbone) Diagram Results Hoshin Kanri X-Matrix Quality Function Deployment (QFD) Directions Deployment Tools Implementation Monitoring and Feedback Audits Sample Checklist Gantt Charts and Critical Path Method (CPM) Gantt Chart Critical Path Method (CPM) Supplier-Input-Process-Output-Customer (SIPOC) Diagram Value Stream Mapping Compliance-Based Questions Value-Add Questions Surveys Control Charts Gemba Walks Case-In-Point: Power of Gemba Walks Metrics and Monitoring Why Bother? Case-In-Point: Importance of Monitoring Case-In-Point: Misalignment between Levels Root Cause Analysis Introduction Case-in-Point: Is/Is Not Project Management Introduction Initiation/Planning Execution Control and Monitoring Closure Putting All the Pieces Together Delight in Manufacturing Delight in Service Provision Conclusion Bibliography Index