Home » Customer-Driven Organization
Product Image

Customer-Driven Organization

Lance B. Coleman Sr.
€47.99
Quantity:
In stock with our UK publisher. 14-28 days
Delivery/Collection within 10-20 working days
14 days return policy Shipping & Delivery
A01=Lance B. Coleman
A01=Lance B. Coleman Sr.
A01=Sr. Coleman
advanced customer loyalty management
Attractive Quality Elements
Author_Lance B. Coleman
Author_Lance B. Coleman Sr.
Author_Sr. Coleman
Capa
Category=KJMV5
continuous improvement methods
Control Charts
Critical Path Method
customer loyalty
customer satisfaction
customer satisfaction analysis
Customer-Driven Manufacturing
Cycle Times
Ed Di
Em Pl Oy Ee
Employing the Kano Model
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
Fo Ot
Gantt Chart
Gemba Walks
Hoshin Kanri
Industrial Ovens
Kano Model
Kind Attention
Lower Level Metrics
organizational behavior
Organizational Improvement Initiatives
Organizational Strategic Vision
Pe Ra Tio
Project Charter
QFD Matrix
root cause identification
RPN
service quality metrics
SIPOC Diagram
Sr.
stakeholder engagement strategies
Takt Time
USL
Work Breakdown Structure

Product details

  • ISBN 9781482217100
  • Weight: 264g
  • Dimensions: 178 x 254mm
  • Publication Date: 08 Dec 2014
  • Publisher: Apple Academic Press Inc.
  • Publication City/Country: CA
  • Product Form: Paperback
Secure checkout Fast Shipping Easy returns
Description

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.
About Lance B. Coleman | Lance B. Coleman Sr. | Sr. Coleman
Lance Coleman is a Quality Engineer and Lean Leader at The Tech Group where he serves as site Kaizen, CAPA, and customer complaint coordinator—managing the internal quality audit program. Lance has worked in Medical Device, Aerospace, and other regulated industries for over 15 years. He has a degree in Electrical Engineering Technology from the Southern Polytechnical University in Marietta, Georgia. He is an American Society for Quality (ASQ) Senior Member as well as, Certified Six Sigma Greenbelt, Quality Auditor, and Biomedical Auditor. Lance also presently serves as the ASQ Lean Enterprise Division Publications Subcommittee Chair.

More from this author