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The customer-driven organization : employing the Kano model / Lance B. Coleman.
- Format:
- Book
- Author/Creator:
- Coleman, Lance B., author.
- Language:
- English
- Subjects (All):
- Customer services.
- Manufacturing industries--Customer services.
- Manufacturing industries.
- Physical Description:
- 1 online resource (116 p.)
- Edition:
- 1st ed.
- Place of Publication:
- Boca Raton, Florida : CRC Press, 2015.
- Language Note:
- English
- Summary:
- 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 ToolsImplementa
- Contents:
- Front Cover; Contents; Preface; Acknowledgments; Introduction; Chapter 1: Introducing the Kano Model; Chapter 2: Shifting Focus; Chapter 3: Planning Tools; Chapter 4: Deployment Tools; Chapter 5: Metrics and Monitoring; Chapter 6: Root Cause Analysis; Chapter 7: Project Management; Chapter 8: Putting All the Pieces Together; Chapter 9: Conclusion; Bibliography; Back Cover
- Notes:
- Description based on print version record.
- "A Productivity Press Book."
- Includes bibliographical references.
- ISBN:
- 9781040082676
- 104008267X
- 9780429255885
- 0429255888
- 9781138438224
- 1138438227
- 9781482217117
- 1482217112
- OCLC:
- 1080587694
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