Rozpoznanie i zaspokojenie wymagań klienta z wykorzystaniem modelu Kano

• Autorzy: Wiśniewska M.

Warianty tytułu

EN

Identification and gratification of customer needs with Kano Model

• Języki publikacji: PL

Abstrakty

EN

Noriaki Kano has developed a very effective method to characterize customer needs. He proposed to divide product or service features into six attributes: one-dimentional, must-be attributes, attractive, questionable, indifferent and reverse and presented the relations between them, constructing the Kano Model. The Kano method of implementing the Model, based on assessment and evaluation of customer requirement, consists of some general steps like: identification of customer's needs and expectations, construction of the Kano questionnaire, administrating customer interviews and interpretation and evaluation of the results. The publication focuses on implementing the Kano Model and on develops general steps into particular stages, that help to understand the methodology. The example given is tourist backpack.

Słowa kluczowe

PL

model Kano; wymagania klienta

EN

Kano model; customer's needs

• Wydawca: Wydawnictwo SIGMA-NOT
• Czasopismo: Problemy Jakości
• Rocznik: 2009
• Tom: R. 41, nr 4
• Strony: 6--10
• Opis fizyczny: Bibliogr. 10 poz.

Twórcy

autor

Wiśniewska M.

• Wydział Zarządzania Uniwersytetu Gdańskiego

Bibliografia

• 1. Ph. Kotler, Marketing. Analiza, planowanie, wdrażanie i kontrola, Gebethner&Ska, Warszawa 1994, s. 42;
• 2. R. Zultner, The Kano Model: Recent Developments, The Eighteent Symposium on Quality Function Deployment, QFD Institute, Austin, Texas, December 2, 2006, pp. 109-116;
• 3. A. C. Elliott, E. Swain, I. C. Wright, Managing product development resources through the use of product quality attribute mapping, Proc. Instn. Mech.Engrs., 2003, Vol. 217, Part B: "Engineering Manufacture", pp. 1229-1241;
• 4. S-C. Ting, C-N. Chen, The asymmetrical and nonlinear effects of store quality attributes on customer satisfaction, "Total Quality Management", Vol. 13, No. 4, 2002, pp. 547-569;
• 5. A. C. Jane, S.M. Dominguez, Citizen's Role in Health Services: Satisfaction Behaviour: Kano's Model, Part 2, "Q Manager Health Care", Vol. 12, No. l, pp.72-80;
• 6. K. Matzler, H. H. Hinterhuber, How to make product development projects morę successful by integrating Kano's model of customer satisfaction into quality function deployment, "Tech-novation", Vol. 18 (1), 1998, pp. 25-38;
• 7. S. Evans, A. D. Burns, An investigation of customer delight during product evaluation: implications for the development of desirable products, Proc. Instn. Mech.Engrs., 2007, Vol. 221, Part B: "J. Engineering Manufacture", pp. 1229-1241;
• 8. E. Sauerwein, F. Bailom, K. Matzler, H. H. Hinterhuber, The Kano Model: How To Delight Your Customers, International Working Seminar on Production Economics, Volume I, Innsbruck/Igls/Austria, February 19-23, 1996, pp.313-327;
• 9. C. Berger, R. Blauth, D. Boger, i inni, Kano's Method for Undestanding Customer-defined Quality, "Center for Quality of Management Journal", 1993, Vol. 2, pp. 3-35;
• 10. K. C. Tan, X. X. Shen, Integrating Kano's model in the planning matrix of quality function deployment, "Total Quality Management", Vol. 11, No. 8, 2000, pp.1141-1151