Applying Kano Model; Uttara Bank

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APPLYING KANO MODEL IN UTTARA BANK LIMITED

Applying Kano Model in Uttara Bank Limited

Prepared For:
Adeyl Khan
School of Business

Prepared By
Name| ID| Section|
M Nazmus Sakib| 082 061 030| 2|
Sajjad Morshed| 081 814 030| 2|
Jaker Jahan| 081 179 030| 2|
Mithila Taslima| 082 053 030| 3|
Farzana Zaman Swati| 082 147 030| 3|

North South University

April 11, 2011

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Adeyl Khan
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School of Business
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North South University
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Dhaka, Bangladesh.
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Phone: 02-8852000, EXT-1780
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Email: a.khan@northsouth.edu

March 3, 2011

To Whom It May Concern

I authorize to my students Jaker Jahan Shuvra, M Nazmus Sakib, Mithila Taslima, Sajjad Morshed and Farzana Zaman Swati to prepare their term project on “Applying Kano Model in Uttara Bank Limited”. The Kano Model is globally known and vastly used tools in understanding customer requirement more accurately. I would like you to say it is a mandatory course enhancement in my course Operation Management. I anticipate success of my students performing in such a challenging area of Operation Management. For any information you are allow to contact over the phone or email.

Sincerely,

Adeyl Khan

PS: Students must have to show their University ID card in the point of collecting data. Pentagon
MGT 314
North South University
April 11, 2011

Adeyl Khana
School of Business
North South University

Subject: Submission of term project on Applying Kano Model in Uttara Bank.

Dear Mr. Khan
Here we have the project solved as a requirement for the course MGT 314. We (Group-Pentagon) have worked with utmost enthusiasm, since the experience has augmented and assisted us integrate our knowledge about elucidation and execution of the approaches we have been taught so far and implement them accordingly. We anticipate learning some real life lessons and first handing knowledge on Production & Operation Management during further course works. We would be delighted to furnish you with any detail required. With Regards,

M Nazmus SakibJaker Jahan ShuvraSajjad Morshed

Farzana Zaman Swati Mithila Taslima
Executive Summery

The above statement has leaded us to do a work on KANO model. To improve Uttara bank’s existing services and implement new services first we will do a survey on different services. From the survey we are going to categorize the services in to 3 attributes- “Must Be”, “expected” and “Excitement”. From this categorization we are going to match the organizational strategies with the attributes. Through this entire process we hope that we can give Uttara bank Ltd a feasible and reasonable solution to their problem.

Table of Content

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Introduction

KANO model is developed by Professor at Tokyo Rika University Noriaki Kano. He is an International Consultant. He received individual Damming Prize in 1997. He Developed foundation for an approach on “Attractive Quality Creation” commonly referred to as the “Kano Model”. Challenged traditional Customer Satisfaction Models that More is better, i.e. the more you perform on each service attribute the more satisfied the customers will be. Proposed new Customer Satisfaction model (Kano Model) ☛ Performance on product and service attributes is not equal in the eyes of the customers ☛ Performance on certain categories attributes produces higher levels of satisfaction than others.

When Kano Model is useful
* Project Selection
☛ Lean Six Sigma
☛ Design for Six Sigma
* New Product Development
* New Service Development
* Determine Market Strategies

Threshold...
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