Union Bank of India Swot Analysis
Kano Model
http://www.6sigmagroup.com
Kano Model of customer satisfaction is a very useful tool to help you understand and classify user requirements for designing your service The basic philosophy behind the Kano model is that the perceived quality of a product or a service is made up of a lot of factors (or requirements). And not all requirements are the same. Some are more important, some that are indifferent after a point etc. Kano model helps you analyze the requirements to help you maximize the customer experience and perceived quality thereby increasing customer satisfaction http://www.6sigmagroup.com Noritaki Kano is the originator behind the Kano model concept. He recognized that the degree of customer satisfaction varies depending on the fulfillment or non-fulfillment of certain customer requirements. To plan for maximum customer satisfaction, you should be able to assess the customer requirements and also assess the impact of the requirements on customer satisfaction. Kano model helps you do that http://www.6sigmagroup.com What does all this mean?
http://www.6sigmagroup.com
Kano Model - How does it work?
To use the model, you take the customer requirements and classify them into one of the following three categories. 1. Basic requirements 2. Performance requirements 3. Excitement requirements
http://www.6sigmagroup.com
1. Basic requirements These are basic service requirements that the company must offer to be competitive. These are characteristics customers assume as part of the product of service. Customers rarely ask about them as they are standard features. For example, when you buy a car, you assume it meets all safety requirements necessary to operate the car safely. You expect also that the engine will always start without a problem. Customers expect these basic requirements to be definitely met. Though the fulfillment of basic requirements alone can’t lead to a high degree of customer satisfaction.
http://www.6sigmagroup.com
Kano Model of customer satisfaction is a very useful tool to help you understand and classify user requirements for designing your service The basic philosophy behind the Kano model is that the perceived quality of a product or a service is made up of a lot of factors (or requirements). And not all requirements are the same. Some are more important, some that are indifferent after a point etc. Kano model helps you analyze the requirements to help you maximize the customer experience and perceived quality thereby increasing customer satisfaction http://www.6sigmagroup.com Noritaki Kano is the originator behind the Kano model concept. He recognized that the degree of customer satisfaction varies depending on the fulfillment or non-fulfillment of certain customer requirements. To plan for maximum customer satisfaction, you should be able to assess the customer requirements and also assess the impact of the requirements on customer satisfaction. Kano model helps you do that http://www.6sigmagroup.com What does all this mean?
http://www.6sigmagroup.com
Kano Model - How does it work?
To use the model, you take the customer requirements and classify them into one of the following three categories. 1. Basic requirements 2. Performance requirements 3. Excitement requirements
http://www.6sigmagroup.com
1. Basic requirements These are basic service requirements that the company must offer to be competitive. These are characteristics customers assume as part of the product of service. Customers rarely ask about them as they are standard features. For example, when you buy a car, you assume it meets all safety requirements necessary to operate the car safely. You expect also that the engine will always start without a problem. Customers expect these basic requirements to be definitely met. Though the fulfillment of basic requirements alone can’t lead to a high degree of customer satisfaction.