The customer-driven organization : employing the Kano model /: employing the Kano model. (2014)

• Record Type: Book
• Further Information: Note: By Lance B. Coleman.
• Authors: Coleman, Lance B
• Contents: 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
• Edition: 1st
• Publisher Details: New York : Productivity Press
• Publication Date: 2014
• Extent: 1 online resource, illustrations
• Subjects: 658.812; Customer services; Manufacturing industries -- Customer services
• Languages: English
• ISBNs: 9781482217117
• Notes: Note: Description based on CIP data; resource not viewed.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.