The customer-driven organization : employing the kano model /

Does your organization provide customer satisfaction or does it inspire customer loyalty? Which is more important? See how lessons learned from the service sector were applied to manufacturing and other diverse settings, including the nonprofit sector and even on one's own home front. Exploring...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Coleman, Lance B. (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Boca Raton, FL : Productivity Press, an imprint of Taylor and Francis, 2014.
Edición:First edition.
Temas:
Customer services.
Manufacturing industries > Customer services.
Service à la clientèle.
Industrie manufacturière > Service à la clientèle.
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)

MARC

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100 1 |a Coleman, Lance B.,  |e author. 
245 1 4 |a The customer-driven organization :  |b employing the kano model /  |c by Lance B. Coleman and Sr. 
250 |a First edition. 
264 1 |a Boca Raton, FL :  |b Productivity Press, an imprint of Taylor and Francis,  |c 2014. 
300 |a 1 online resource (116 pages) :  |b 60 illustrations 
336 |a text  |b txt  |2 rdacontent 
337 |a computer  |b c  |2 rdamedia 
338 |a online resource  |b cr  |2 rdacarrier 
504 |a Includes bibliographical references and index. 
505 0 |a Chapter 1 Introducing the Kano Model -- chapter 2 Shifting Focus -- chapter 3 Planning Tools -- chapter 4 Deployment Tools -- chapter 5 Metrics and Monitoring -- chapter 6 Root Cause Analysis -- chapter 7 Project Management -- chapter 8 Putting All the Pieces Together -- chapter 9 Conclusion. 
520 3 |a Does your organization provide customer satisfaction or does it inspire customer loyalty? Which is more important? See how lessons learned from the service sector were applied to manufacturing and other diverse settings, including the nonprofit sector and even on one's own home front. Exploring the Kano Model, The Customer-Driven Organization: Employing the Kano Model explains why just meeting customer needs is no longer enough for today's organizations. It explains how to identify true customers?both internal and external. Readers will learn how to directly apply Kano principles in their own business environments or personal lives, to establish priorities, increase efficiency, improve communication, and expand on existing relationships. The book explains how to establish a value proposition for your organization and, more importantly, how and when to provide "delightful" service. Demonstrating how to incorporate the Kano philosophy into your day-to-day activities, this book is a must-read for any organization or individual looking to do more with less by achieving a truly customer-driven focus. 
590 |a O'Reilly  |b O'Reilly Online Learning: Academic/Public Library Edition 
650 0 |a Customer services. 
650 0 |a Manufacturing industries  |x Customer services. 
650 6 |a Service à la clientèle. 
650 6 |a Industrie manufacturière  |x Service à la clientèle. 
650 7 |a Customer services.  |2 fast  |0 (OCoLC)fst00885545 
776 0 8 |i Print version:  |z 9781138438224 
856 4 0 |u https://learning.oreilly.com/library/view/~/9781482217100/?ar  |z Texto completo (Requiere registro previo con correo institucional) 
994 |a 92  |b IZTAP 

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