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 are an absolute must in the eyes of the
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The Kano model is a tool that can be used to prioritize the Critical to Quality characteristics‚ as defined by the Voice of the Customer The three categories identified by the Kano model are: Must Be: The quailty characteristic must be present or the customer will go elsewhere. Performance: The better we are at meeting these needs‚ the happier the customer is. Delighter: Those qualities that the customer was not expecting but received as a bonus The First Step for Creating the Kano Model:
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selecting this product is that the customers are currently satisfied with this product but the condition of availability is not fulfilled as the demand of Gourmet Water is high but sometimes there is shortage of Gourmet Water‚ in addition‚ the customers have to go to specific branches of Gourmet which are selling Gourmet Water‚ as it is not available at all franchises of Gourmet. Suggestion for adding Delight Factor The idea that I would like to suggest for Gourmet is that it can provide “Home Delivery
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It’s a work of Pentagon 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 ------------------------------------------------- Adeyl Khan
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?What could have happened before? Plenty of years before the actual Jack visited the hotel‚ someone had already been there. The funny thing is that it’s someone who looks like him. Anybody could swear it’s him. But how is it possible? More than 40 years had passed and the man in the picture (who looks like he’s in his mid-forties) was still alive and all‚ visiting the hotel (again)? Some old people living in the town‚ who were relatively close to the hotel owners‚ say that nobody really knew the
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What Could be Done to Improve the Lives of the Elderly One of the solutions is‚ that the government should make the right move and start supporting elderly financially‚ as for helping balancing the huge numbers of dissatisfied senior citizens in Lithuania. We all know‚ that after a person retires from his work‚ he is no longer capable of making his own money. A person becomes dependable from the governmental income‚ which is nerve racking‚ because the daily needs are far more expensive than
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What Have You Done As A Leader And How Has It Affected Your Life? Leadership is an intangible asset that usually cannot be showcased through medals and plaques‚ as athleticism or aesthetic talent. However‚ it is essential for an organisation and corporation as well as small businesses to have these skills to live in the competitive world in order to be successful. What have I done as a leader? and How has it affect my life ? I am really grateful to be the elected as the head of the Living
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Qs.4. Could anything have been done differently at Lehman Brothers to prevent what happened? Explain. Answer: As Lehman Brothers & their manger were responsible for what happened‚ there are many things that could have done to prevent it. Things that could have done: 1.By ensuring social responsiveness & responsibilities: Managers social responsibilities go beyond making profits to include protecting and improving society’s welfare. On the other hand social responsiveness is when a company
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This paper will illustrate the treatment outcome models of recidivism‚ relapse‚ and harm-reduction. Secondly‚ it will provide information on the similarities and differences of these three treatment outcome models‚ which will help define treatment success and failure in forensic setting for 28-year-old Sandra Lee. Thirdly‚ in this paper‚ challenges and advantages of these treatment outcomes will be explained. Fourthly‚ it focus on the article‚ “Guilt and shame as predictors of recidivism: A longitudinal
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What Commercials have done to the American Dream In the article “Master of Desire” Jack Solomon claims the American dream has two faces that contradict the dream and lures us to achieve social distinction and bask alone in the glory. Although this article was written in the 80’s when it comes to advertisement nothing has changed in the aspect that advertisers can still persuade us into believing that their product will make our life better. The two faces that are mentioned are communally
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