The Customer-Driven Organization: Employing the Kano Model

Introducing the Kano ModelCase-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. 2bShifting FocusCase-In-Point: Communication and ContextCase-in-Point: Explicit versus Implicit NeedsCase-in-Point: Voice of the Customer External Customer Internal CustomerCase-in-Point: Internal CustomersPlanning Tools20 KeysInverse Ishikawa (Fishbone) Diagram ResultsHoshin Kanri X-MatrixQuality Function Deployment (QFD) DirectionsDeployment ToolsImplementationMonitoring and FeedbackAudits Sample ChecklistGantt Charts and Critical Path Method (CPM) Gantt Chart Critical Path Method (CPM)Supplier-Input-Process-Output-Customer (SIPOC) DiagramValue Stream Mapping Compliance-Based Questions Value-Add QuestionsSurveysControl ChartsGemba WalksCase-In-Point: Power of Gemba WalksMetrics and MonitoringWhy Bother?Case-In-Point: Importance of MonitoringCase-In-Point: Misalignment between LevelsRoot Cause AnalysisIntroductionCase-in-Point: Is/Is NotProject ManagementIntroduction Initiation/Planning Execution Control and Monitoring ClosurePutting All the Pieces TogetherDelight in ManufacturingDelight in Service ProvisionConclusionBibliographyIndex.