Thursday, December 30, 2004
Friday, December 24, 2004
Monday, December 20, 2004
Sitescape Collaboration products, WebWorkZone hosted collaboration service and real-time conferencing with Forum eMeeting
Collaboration products, WebWorkZone hosted collaboration service and real-time conferencing with Forum eMeeting
Used by Shell; talked about by Arjan Unnik of shell at TQMS KM meeting
Used by Shell; talked about by Arjan Unnik of shell at TQMS KM meeting
Sunday, December 19, 2004
More on Kano Dissatisfiers/Satisfiers
Focusing on Customers - Chapter 5: "A Japanese professor, Noriaki Kano, suggested three classes of customer requirements:
Dissatisfiers: requirements that are expected in a product or service. In an auto- mobile, a radio, heater, and required safety features are examples, which are generally not stated by customers but assumed as given. If these features are not present, the customer is dissatisfied.
Satisfiers: requirements that customers say they want. Many car buyers want a sunroof or power windows. Although these requirements are generally not expected, fulfilling them creates satisfaction.
Exciters/delighters: new or innovative features that customers do not expect. One example is emerging satellite navigational systems for automobiles.
Meeting customer expectations (that is, providing satisfiers) is often considered the minimum required to stay in business.
To be truly competitive, companies must surprise and delight customers by going beyond the expected.
As customers become familiar with them, exciters/delighters become satisfiers over time.
Eventually, satisfiers become dissatisfiers.
In the Kano classification system, dissatisfiers and satisfiers are relatively easy to determine through routine marketing research. "
Dissatisfiers: requirements that are expected in a product or service. In an auto- mobile, a radio, heater, and required safety features are examples, which are generally not stated by customers but assumed as given. If these features are not present, the customer is dissatisfied.
Satisfiers: requirements that customers say they want. Many car buyers want a sunroof or power windows. Although these requirements are generally not expected, fulfilling them creates satisfaction.
Exciters/delighters: new or innovative features that customers do not expect. One example is emerging satellite navigational systems for automobiles.
Meeting customer expectations (that is, providing satisfiers) is often considered the minimum required to stay in business.
To be truly competitive, companies must surprise and delight customers by going beyond the expected.
As customers become familiar with them, exciters/delighters become satisfiers over time.
Eventually, satisfiers become dissatisfiers.
In the Kano classification system, dissatisfiers and satisfiers are relatively easy to determine through routine marketing research. "
Five Key Dimensions of Service Quality
Focusing on Customers - Chapter 5: " five key dimensions of service quality that contribute to customer perceptions?
1. Reliability: the ability to provide what was promised, dependably and accurately. Examples include customer service representatives responding in the promised time, following customer instructions, providing error-free invoices and statements, and making repairs correctly the first time.
2. Assurance: the knowledge and courtesy of employees, and their ability to convey trust and confidence. Examples include the ability to answer questions, having the capabilities to do the necessary work, monitoring credit card transactions to avoid possible fraud, and being polite and pleasant during customer transactions.
3. Tangibles: the physical facilities and equipment, and the appearance of personnel. Tangibles include attractive facilities, appropriately dressed employees, and well-designed forms that are easy to read and interpret.
4. Empathy: the degree of caring and individual attention provided to customers. Some examples might be the willingness to schedule deliveries at the customer's convenience, explaining technical jargon in layperson's language, and recognizing regular customers by name.
5. Responsiveness: the willingness to help customers and provide prompt service. Examples include acting quickly to resolve problems, promptly crediting re- turned merchandise, and rapidly replacing defective products. "
1. Reliability: the ability to provide what was promised, dependably and accurately. Examples include customer service representatives responding in the promised time, following customer instructions, providing error-free invoices and statements, and making repairs correctly the first time.
2. Assurance: the knowledge and courtesy of employees, and their ability to convey trust and confidence. Examples include the ability to answer questions, having the capabilities to do the necessary work, monitoring credit card transactions to avoid possible fraud, and being polite and pleasant during customer transactions.
3. Tangibles: the physical facilities and equipment, and the appearance of personnel. Tangibles include attractive facilities, appropriately dressed employees, and well-designed forms that are easy to read and interpret.
4. Empathy: the degree of caring and individual attention provided to customers. Some examples might be the willingness to schedule deliveries at the customer's convenience, explaining technical jargon in layperson's language, and recognizing regular customers by name.
5. Responsiveness: the willingness to help customers and provide prompt service. Examples include acting quickly to resolve problems, promptly crediting re- turned merchandise, and rapidly replacing defective products. "
Kano Model of satisfiers and dissatisfiers
Kano Model: "Six Sigma Revolution the author is George Eckes "
Kano model divides customer requirements into three categories -- basic requirements (dissatisfiers), variable requirements (satisfiers) and latent requirements (delighters).
post in iSixSigma by RR Kunes, Tuesday, 16th April 2002
The KANO model is made up of several principles 1) Must Be's, 2) More is Better, 3)Delighters. The terminology is self defining, 4) Dissatisfiers..
In my example you find many cars that are fuel efficient, however, they are to small. Being to small is a dissatisfier. Finally your research leads you to an auto that is both fuell efficient and roomy inside and you purchase the car.
The posted fuel economy is 25 MPG, however after driving it a few months your average fuel economy is 30 MPG ( More is better and you are a satisfied customer). Also after drivingthe vehicle in the winter you find out that the automobile has heated seats and heated rear view mirrors. You did not know this when you bought the car but now that you have discovered this feature you are delighted with your choice!
All your future cars must have these features. The moral of the tale is that delighters of today become the Must Be's of tomorrow.
Kano model divides customer requirements into three categories -- basic requirements (dissatisfiers), variable requirements (satisfiers) and latent requirements (delighters).
post in iSixSigma by RR Kunes, Tuesday, 16th April 2002
The KANO model is made up of several principles 1) Must Be's, 2) More is Better, 3)Delighters. The terminology is self defining, 4) Dissatisfiers..
In my example you find many cars that are fuel efficient, however, they are to small. Being to small is a dissatisfier. Finally your research leads you to an auto that is both fuell efficient and roomy inside and you purchase the car.
The posted fuel economy is 25 MPG, however after driving it a few months your average fuel economy is 30 MPG ( More is better and you are a satisfied customer). Also after drivingthe vehicle in the winter you find out that the automobile has heated seats and heated rear view mirrors. You did not know this when you bought the car but now that you have discovered this feature you are delighted with your choice!
All your future cars must have these features. The moral of the tale is that delighters of today become the Must Be's of tomorrow.
Saturday, December 18, 2004
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