in: Preprints Volume I of the IX. International Working Seminar on Production Economics, Innsbruck/Igls/Austria, February 19-23 1996, pp. 313 -327
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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 customer? So far customer satisfaction was mostly seen as a one-dimensional construction - the higher the perceived product quality, the higher the customer’s satisfaction and vice versa. But
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Discovering and fulfilling attractive requirements creates a wide range of possbilities for differentiation. A product which merely satisfies the must-be and one-dimensional requirements is perceived as average and therefore interchangeable (Hinterhuber/Aichner/Lobenwein 1994).
In the following we will explain how product requirements can be classified by means of a questionnaire. The ski industry, where more than 1500 customers were interviewed, is used to demonstrate how product requirements are ascertained, how a questionnaire is constructed, how the results are evaluated and interpreted and used as the basis for product development.
Step one: Identification of product requirements - "Walk in you customer’s shoes" The starting point for constructing the Kano questionnaire are the product requirements which have been determined in explorative investigations. Griffin/Hauser (1993) found that only 20 to 30 customer interviews in homogenous segments suffice to determine approximately 90 - 95% of all possible product requirements. Many market research institutes use focus group interviews to determine product requirements, assuming that group dynamic effects enable a greater number of
in: Preprints Volume I of the IX. International Working Seminar on Production Economics, Innsbruck/Igls/Austria, February 19-23 1996, pp. 313 -327
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more diversified customer needs to be discovered. Compared with the expense, individual interviews seem to
If we assume that the 1991 products, prices, sales volumes, materials costs and overhead are unchanged from 1990 and that there are no process improvements that would lead to a reduction in the direct labor of a product, it can be inferred that the company’s profits would be identical to those of 1990, as stated in Appendix B. However, if the same is assumed
This paper will provide an analysis of 2 production scenarios. We will calculate costs associated with running a production facility. Furthermore, the analysis will be used to provide a basic understanding of how changes in staffing and productivity impact profit and loss.
Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.
Boer, G., & Jeter, D. (1993). What's new about modern manufacturing? empirical evidence on manufacturing cost changes. Journal of Management Accounting Research, 5, 61. Retrieved from http://search.proquest.com/docview/210171196?accountid=32521
Goals in the company are to find the right product for the customer’s particular needs and build a relationship with the customers
As one determinant of GDP is exports, it is relevant to discuss the matter with relevance to the UK and Germany. As mention in the literature review, during 1955-1960 exports in Germany
The Complete Idiot's Guide to Economics © 2003 by Tom Gorma Retrieved on February 27, 2012 http://www.infoplease.com/cig/economics/effect-imports-exports-gdp.html
Make a customer analysis and segment the market. What impact does your analysis have on the current business model of the company?
THE UNIVERSITY OF NEW SOUTH WALES SCHOOL OF ECONOMICS SESSION 1, 2008 ECONllOl MICROECONOMICS I FINAL EXAMINATION TIME ALLOWED - 2HOURS
| Respond to weekly discussion questions.To earn full credit for DQ participation you must post 2 or more posts on EACH of 4 or more days excluding the weekly summary
2. READING TIME = 10 Minutes 3. THIS EXAMATION PAPER HAS 9 PAGES 4. TOTAL NUMBER OF QUESTIONS - 6. 5. ANSWER ALL QUESTIONS. 6. ALL QUESTIONS ARE OF EQUAL VALUE 7. TOTAL MARKS AVAILABLE FOR THIS EXAMATION - 60. 8. THE MARKS AWARDED TO EACH PART OF A QUESTION ARE INDICATED. 9. CANDIDATES MAY BRING THEIR OWN CALCULATORS TO THE EXAM 10. STATISTICAL TABLES ARE PROVIDED AT THE END OF THE EXAM PAPER 11. ALL ANSWERS MUST BE WRITTEN IN PEN. PENCILS MAY BE USED ONLY FOR DRAWING, SKETCHING OR GRAPHICAL WORK. 12. THIS PAPER MAY BE RETAINED BY THE CANDIDATE
9) Explain how to deal with different customer behaviours and personalities to achieve customer satisfaction.
Businesses need a “high level of economic security” in order to sustain maximum production (Galbraith 111). So the increase in the production was not to create more goods, although that resulted, but to secure more economic stability. The goods are secondary compared to the their “assured production means assured income for those who produce them” (Galbraith 114). This typical attitude towards production changes in the 1950s.
2. In my opinion about this article, it is a good idea to always be at the margin, in this article producers are trying to improve by lowering expenses and increasing in production. As a result of that they are experiencing smaller losses which it is a good example of how many would it cost to produce an output.
Even when the demand for an operations products can be reasonably well forecast, the inherent uncertainty in all estimates of future demand may inhibit the business from investing capital to meet the most likely level of demand. Contrastingly, this principle can be linked to the concept of economies of scale. For BCF the addition of one unit of capacity i.e. from the extra capacity provided by the conventional technology option, the total fixed costs per unit of potential production output will decrease. For the new technology option, the addition of one unit of capacity will increase unit costs – a diseconomy of scale. Initially, this claim is based on the capital cost of implementing the new technology option, as well as diseconomies of over using capacity having the effect of increasing unit costs above a certain level of output. As a result, more operations activities