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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A Personal Model of Helping Taneka Lewis BSHS-311 James Bell July 1‚ 2013 Introduction The personal model of helping I currently use with my clients is based on the cognitive theory‚ family system theory‚ and the behavioral therapy. Cognitive theory deals with how a person thinks and how their thinking patterns control their actions (Parrott‚ 2003). The family system theory deals with being a part of a family and knowing your role within the family (Parrott‚ 2003). Behavior therapy include
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Total …… Quality…… Management…… Presentation slides by Dr Anjan Ghosh ….. ……VP-TQM Exide SXC-Logistics & Supply Chain Management March -April 2013 External Developments in last 40 years that has changed the Business Environment • Customers have taken charge – buyers market ‚ diverse customer requirements • Competition intensified – no more monopolies ‚ level-playing fields • Shifts in industrial zones – products made & sold globally ‚ no specific place • Changes in customer & supplier
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QUALITY ASSURANCE IN NURSING INTRODUCTION: Quality control is a specific type of controlling refers to activities that evaluate‚ monitor or regulate serves provided to consumers .in nursing the goal of quality care would be to ensure quality while giving nursing care to the clients as per nursing care plan. HISTORICAL ASPECTS: The field of quality assurance is an old as modern. Florence nightingale introduced the concept of quality in nursing care in 1855 while attending the soldiers in hospital
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Quality Management Assessment Summary Quality management is a devotion of time and resources to enhance the quality of business procedure which in turn reduces the possibility of unforeseen obscurity and troubles. Patients will in turn receive the products or services of the quality they deserve. Quality of production development should lower cost of the final product or services so that the facility can offer their customers better prices. Concepts of Quality management would include: Health care
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In the Odyssey‚ Odysseus is described by many as a hero with great courage‚ wisdom and godlike qualities‚ but his actions throughout the epic may shed light on some of his less heroic qualities and how the Homeric image of a hero and how the modern image of a hero may differ. Odysseus leads a large group of soldiers during the Trojan war and is spoken about as a great leader by other heroes and kings. However‚ Odysseus might not be the great leader he is praised as. He doesn’t trust his fellow crewmembers
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accepting responsibility for the general welfare of their workers in the 1890s. In Britain‚ a number of philanthropic employers began to develop a paternalistic care and concern for their employees. From the 1890s Quaker employers‚ for example‚ Cadbury and Rowntree‚ began to emphasize welfare by appointing ’industrial welfare ’ workers and building model factory villages. It was estimated that by 1914 there were probably between 60 and 70 welfare workers in Britain (Farnham‚ 1990). In the USA‚ Henry Ford
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Running head: ACCESS TO QUALITY HEALTHCARE PAPER ASSIGNMENT Access to Quality Healthcare Paper Ruddy Jean L. Lewellen MBAJOGZL57 April 27‚ 2010 Quality Healthcare Introduction It will be evident to realize that financial‚ educational‚ and socio – demographic implications can bring serious impact on access to quality healthcare in the organization. Labor shortage will stay an important component that can affect as well the access to quality care. Socio – demographic changes
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Quality starts with market research – to establish the true requirements for the product or service and the true needs of the customers. However‚ for an organization to be really effective‚ quality must span all functions‚ all people‚ all departments and all activities and be a common language for improvement. The cooperation of everyone at every interface is necessary to achieve a total quality organization. A frequently used definition of quality is “Delighting the
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ServQual model of marketing The Service Quality Model or ServQual model is used to measure the differences between consumers’ perception and expectation of service quality. According to the servqual model there are five gaps: I Gap - refers to the difference between customers’ expected service and management’s perceptions of customers’ expectations. This gap means that management may not correctly perceive customer expectations. II Gap - refers to the difference between management perceptions
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