in: Preprints Volume I of the IX. International Working Seminar on Production Economics‚ Innsbruck/Igls/Austria‚ February 19-23 1996‚ pp. 313 -327 1 THE KANO MODEL: HOW TO DELIGHT YOUR CUSTOMERS Elmar Sauerwein ‚ Franz Bailom‚ Kurt Matzler‚ Hans H. Hinterhuber* Department of Management‚ University of Innsbruck Which products and services can be used to obtain a high level of customer satisfaction? Which product features have a more than proportional influence on satisfaction‚ and which attributes
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Rogerian Model of Counseling Carl Rogers (1902-1987) was the American psychologist who developed person -centered therapy. His views about the therapeutic relationship radically revolutionized the course of therapy. He believed that "the client knows what hurts‚ what directions to go‚ what problems are crucial‚ what experiences have been buried" (Rogers‚ 1961‚ pp. 11-12). He helped people in taking responsibility for themselves and their lives. He believed that the experience of being understood
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HR Centre of Excellence HR Models – lessons from best practice Initial desk research October 2009 Nick Holley © Henley Business School 2009 www.henley.reading.ac.uk Contents Introduction The classic HR model Over the last decade a classic model‚ based on the work of Dave Ulrich et al‚ has emerged that has three elements (recently he has added to the model but these three remain the core). We don’t need to go into detail but we will simply highlight these three key elements: business
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THE CONGRUENCE MODEL The Congruence Model A Roadmap for Understanding Organizational Performance The critical first step in designing and leading successful large-scale change is to fully understand the dynamics and performance of the enterprise. It’s simply impossible to prescribe the appropriate remedy without first diagnosing the nature and intensity of an organization’s problems. Yet‚ all too often‚ senior leaders– particularly those who have just recently assumed their positions or joined
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Also known as the stages of change model‚ the main theme of this model suggests that a change in behavior is not understood as a single event‚ but as a process and that when a person attempts to make a behavior change‚ they will go through multiple stages (Rimer‚ Glanz‚ & NCI‚ 2005). The five stages of change include: pre-contemplation‚ contemplation‚ preparation‚ action and maintenance. The stages of change model is like a cycle‚ not a linear model‚ in which people may start the process of
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Q1. Meet one of your customer’s .Use the SPIN model of Selling and share your experience. If you are in retail you can try SPIN with one of your high volume buyers. a) You are required to write down the Situation questions‚ Problem questions‚ Implication questions and the Need-payoff questions you used. business of Real – Estate Development based in Mumbai. I have asked these questions to one of my customer willing to buy a flat from me. Initially‚ the sales people ask Situation Questions to
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Change Model Assignment Imagine that you are an executive for XYZ‚ Inc.‚ a high-end retail chain that sells luxury watches‚ jewelry‚ and hand bags. You’ve just been put in charge of the company’s first international expansion‚ opening a store in Shanghai‚ China. This will be a short-term‚ small-scale change for the organization. After one year‚ you will be expected to begin opening additional stores in Brazil‚ Russia‚ India‚ and China (also known as the B.R.I.C. countries). This will be a
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strong influential mechanism has been presented in the form of the biomedical-model‚ which has successfully controlled human suffering. The biomedical model assumes that the causation of deviant behaviour is biologically specific. This perception allows for the probable causes in societies to be concealed‚ shifting responsibility to the individual‚ permitting the control of human suffering. The claim that the biomedical model is an acceptable vehicle for the social control of human suffering will be
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can be emulated by others‚ especially by younger people" is a role model‚ by definition. Some people have their own meanings of a role model. To me‚ a role model is someone who inspires you to achieve something in life‚ someone who positively influences you and helps make you a better person‚ someone who is easy to relate to - whos shoes are easier to walk in. The facebookers and twitterers of this generation look for role models with "good" qualities. What exactly is "good"? This is something that
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scc SM Supply Chain Operations Reference (SCOR®) model Overview - Version 10.0 supply chain council About Supply Chain Council Supply Chain Council (SCC‚ supply-chain.org) is a global nonprofit organization whose framework‚ improvement methodology‚ and benchmarking tools help member organizations make dramatic and rapid improvements in supply chain performance. SCC established and maintains the supply chain world’s most widely accepted framework for evaluating and comparing supply
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