Lance B. Coleman Sr.

The Customer-Driven Organization (eBook, ePUB)

Employing the Kano Model

• Format: ePub

Produktbeschreibung

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.

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Produktdetails

• Verlag: Taylor & Francis
• Erscheinungstermin: 27. Juli 2017
• Englisch
• ISBN-13: 9781040082676
• Artikelnr.: 70002485

Autorenporträt

Lance B. Coleman Sr.

Inhaltsangabe

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