The Customer-Driven Organization: Employing the Kano Model.pdf
Which organizations provide customer satisfaction or inspire customer loyalty? Which is more important? This book gives detailed examples of how to deploy the Kano model of customer service excellence in a manufacturing setting, as opposed to a service environment, which is much more common. Readers will learn how to directly apply Kano principles in their own business environment, establish priorities, increase efficiency, improve communication, and expand on business relationships.
Introduction. The Kano Model. Customer Driven Manufacturing. Conclusion. Bibliography.