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Kano Model
The Kano model is a theory for product development and customer satisfaction developed in the 1980s by Professor Noriaki Kano, which classifies customer preferences into five categories. Categories These categories have been translated into English using various names (delighters/exciters, satisfiers, dissatisfiers, etc.), but all refer to the original articles written by Kano. ; Must-be Quality : Simply stated, these are the requirements that the customers expect and are taken for granted. When done well, customers are just neutral, but when done poorly, customers are very dissatisfied. Kano originally called these “Must-be’s” because they are the requirements that must be included and are the price of entry into a market. : Examples: In a hotel, providing a clean room is a basic necessity. In a call center, greeting customers is a basic necessity. ; ; One-dimensional Quality : These attributes result in satisfaction when fulfilled and dissatisfaction when not ful ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Satisfaction
Customer satisfaction (often abbreviated as CSAT) is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."Farris, Paul W.; Neil T. Bendle; Phillip E. Pfeifer; David J. Reibstein (2010). ''Marketing Metrics: The Definitive Guide to Measuring Marketing Performance.'' Upper Saddle River, New Jersey: Pearson Education, Inc. . Customers play an important role and are essential in keeping a product or service relevant; it is, therefore, in the best interest of the business to ensure customer satisfaction and build customer loyalty. The Marketing Accountability Standards Board (MASB) endorses the definitions, purposes, and measures that appear in ''Marketing Metrics'' as part of its ongoin ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Quality Function Deployment
Quality function deployment (QFD) a method developed in Japan beginning in 1966 to help transform the voice of the customer into engineering characteristics for a product.Larson et al. (2009). p. 117. Yoji Akao, the original developer, described QFD as a "method to transform qualitative user demands into quantitative parameters, to deploy the functions forming quality, and to deploy methods for achieving the design quality into subsystems and component parts, and ultimately to specific elements of the manufacturing process." The author combined his work in quality assurance and quality control points with function deployment used in value engineering. House of quality The house of quality, a part of QFD, is the basic design tool of quality function deployment. It identifies and classifies customer desires (What's), identifies the importance of those desires, identifies engineering characteristics which may be relevant to those desires (How's), correlates the two, allows for ve ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
New Product Development
In business and engineering, new product development (NPD) covers the complete process of bringing a new product to market, renewing an existing product or introducing a product in a new market. A central aspect of NPD is product design, along with various business considerations. New product development is described broadly as the transformation of a market opportunity into a product available for sale. The products developed by an organisation provide the means for it to generate income. For many technology-intensive firms their approach is based on exploiting technological innovation in a rapidly changing market. The product can be tangible (something physical which one can touch) or intangible (like a service or experience), though sometimes services and other processes are distinguished from "products". NPD requires an understanding of customer needs and wants, the competitive environment, and the nature of the market. Cost, time, and quality are the main variables that d ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Portfolio (other)
Portfolio may refer to: Objects * Portfolio (briefcase), a type of briefcase Collections * Portfolio (finance), a collection of assets held by an institution or a private individual * Artist's portfolio, a sample of an artist's work or a case used to display artwork, photographs etc. * Career portfolio, an organized presentation of an individual's education, work samples, and skills * Electronic portfolio, a collection of electronic documents * IT portfolio, in IT portfolio management, the portfolio of large classes of items of enterprise Information Technology * Patent portfolio, a collection of patents owned by a single entity * Project portfolio, in project portfolio management, the portfolio of projects in an organization * Ministry (government department), the post and responsibilities of a head of a government department Computing * Atari Portfolio, a palmtop computer * Extensis Portfolio, a digital asset manager Media * '' The Portfolio'', a British fine ar ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Product Management
Product management is the business process of planning, developing, launching, and managing a product or service. It includes the entire lifecycle of a product, from ideation to development to go to market. Product managers are responsible for ensuring that a product meets the needs of its target market and contributes to the business strategy, while managing a product or products at all stages of the product lifecycle. Software product management adapts the fundamentals of product management for digital products. History The concept of product management originates from a 1931 memo by Procter & Gamble President Neil H. McElroy. McElroy, requesting additional employees focused on brand management, needed "Brand Men" who would take on the role of managing products, packaging, positioning, distribution, and sales performance. The memo defined a Brand Man's work as: * Study carefully shipments of his brands by units. * Where brand development is heavy ... examine careful ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Perception
Perception () is the organization, identification, and interpretation of sensory information in order to represent and understand the presented information or environment. All perception involves signals that go through the nervous system, which in turn result from physical or chemical stimulation of the sensory system.Goldstein (2009) pp. 5–7 Vision involves light striking the retina of the eye; smell is mediated by odor molecules; and hearing involves pressure waves. Perception is not only the passive receipt of these signals, but it is also shaped by the recipient's learning, memory, expectation, and attention. Gregory, Richard. "Perception" in Gregory, Zangwill (1987) pp. 598–601. Sensory input is a process that transforms this low-level information to higher-level information (e.g., extracts shapes for object recognition). The process that follows connects a person's concepts and expectations (or knowledge), restorative and selective mechanisms (such ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
House Of Quality
Quality function deployment (QFD) a method developed in Japan beginning in 1966 to help transform the voice of the customer into engineering characteristics for a product.Larson et al. (2009). p. 117. Yoji Akao, the original developer, described QFD as a "method to transform qualitative user demands into quantitative parameters, to deploy the functions forming quality, and to deploy methods for achieving the design quality into subsystems and component parts, and ultimately to specific elements of the manufacturing process." The author combined his work in quality assurance and quality control points with function deployment used in value engineering. House of quality The house of quality, a part of QFD, is the basic design tool of quality function deployment. It identifies and classifies customer desires (What's), identifies the importance of those desires, identifies engineering characteristics which may be relevant to those desires (How's), correlates the two, allows for v ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Comprehensive QFD , an exam taken in some countries by graduates.
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Comprehensive may refer to: *Comprehensive layout, the page layout of a proposed design as initially presented by the designer to a client. * Comprehensive school, a state school that does not select its intake on the basis of academic achievement or aptitude. *Comprehensive examination In higher education, a comprehensive examination (or comprehensive exam or exams), often abbreviated as "comps", is a specific type of examination that must be completed by graduate students in some disciplines and courses of study, and also by un ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Comparison Of Survey Software
Software tools for surveys are varied, ranging from desktop applications to complex web systems for monitoring consumer behaviour. The tables includes general and technical information for notable Computer-assisted survey information collection (CASIC) software. See also * Comparison of statistical packages * Computer-assisted qualitative data analysis software Computer-assisted (or aided) qualitative data analysis software (CAQDAS) offers tools that assist with qualitative research such as transcription analysis, coding and text interpretation, recursive abstraction, content analysis, discourse analys ... References survey software {{software-stub ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Noriaki Kano
Noriaki Kano (狩野紀昭 ''Kanō Noriaki,'' pronounced ) is a Japanese educator, lecturer, writer, and consultant in the field of quality management. He is the developer of a customer satisfaction model (now known as the Kano model) whose simple ranking scheme distinguishes between essential and differentiating attributes related to concepts of customer quality. He is a professor emeritus of the Tokyo University of Science. He was Visiting Professor at the University of Rome III during the academic year 2010-2011. Contributions to quality In the late 1970s and early 1980s Kano and his colleagues laid the foundation for a new approach to modeling customer satisfaction. Kano challenged the conventional beliefs that improving each attribute of a company's product or service will lead to increased customer satisfaction. Kano believed that not all attributes of product or service performance are equal in the eyes of the customer, and that some attributes create higher levels of c ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Online Survey
With the application of probability sampling in the 1930s, surveys became a standard tool for empirical research in social sciences, marketing, and official statistics. The methods involved in survey data collection are any of a number of ways in which data can be collected for a statistical survey. These are methods that are used to collect information from a sample of individuals in a systematic way. First there was the change from traditional paper-and-pencil interviewing (PAPI) to computer-assisted interviewing (CAI). Now, face-to-face surveys (CAPI), telephone surveys (CATI), and mail surveys (CASI, CSAQ) are increasingly replaced by web surveys. Modes of data collection There are several ways of administering a survey. Within a survey, different methods can be used for different parts. For example, interviewer administration can be used for general topics but self-administration for sensitive topics. The choice between administration modes is influenced by several factors, ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Interview (research)
An interview in qualitative research is a conversation where questions are asked to elicit information. The ''interviewer'' is usually a professional or paid researcher, sometimes trained, who poses questions to the ''interviewee'', in an alternating series of usually brief questions and answers. They can be contrasted with focus groups in which an interviewer questions a group of people and observes the resulting conversation between interviewees, or surveys which are more anonymous and limit respondents to a range of predetermined answer choices. In addition, there are special considerations when interviewing children. In phenomenological or ethnographic research, interviews are used to uncover the meanings of central themes in the life world of the subjects from their own point of view. Characteristics of qualitative research interviews * Interviews are completed by the interviewer based on what the interviewee says to be conformed and done. * Interviews are a far more perso ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
