Rozpoznanie i zaspokojenie wymagań klienta z wykorzystaniem modelu Kano

• Autorzy: Małgorzata Wiśniewska

Warianty tytułu

Identification and gratification of customer needs with Kano Model

• Języki publikacji: PL

Abstrakty

W niniejszym artykule przybliżono ideę modelu Kano. Omówiono etapy wdrażania tego modelu w organizacji. Zauważono, że opisywane narzędzie ułatwia podejmowanie słusznych i bardziej przemyślanych decyzji. Dzięki modelowi Kano można lepiej i gruntowniej przyjrzeć się wymaganiom klienta, a szczególnie tym, które rzeczywiście warto w pierwszym rzędzie zaspokoić.

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. (original abstract)

Słowa kluczowe

PL

Obsługa klienta; Zarządzanie zadowoleniem klientów; Strategia obsługi klienta

EN

Customer service; Customer satisfaction management; Customer service strategy

• Czasopismo: Problemy Jakości
• Rocznik: 2009
• Numer: nr 4
• Strony: 6--10

Twórcy

autor

Małgorzata Wiśniewska

Bibliografia

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• 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.
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