Browsing All posts tagged under »sound methodology«

Lean Isn’t Just For Manufacturing

April 22, 2013 by

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Lean reflects the use of standardized work/processes, capturing and deployment of best practices, and continuous incremental improvements that provide greater overall value to the customer through the elimination of waste. ┬áThe key elements of lean include elimination of waste, elimination of unnecessary work due to poorly defined or designed work flow, and achieving smooth work […]

Capturing the Voice of the Customer: Kano Model of Customer Satisfaction

January 26, 2013 by

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Developed by Kano et al (1984), the Kano Model of Customer Satisfaction attempts to quantitatively define the relationship between product or service attributes and customer satisfaction. ┬áThe model attempts to build on Quality Functional Deployment (QFD) by using surveys and other tools to identify attributes that are important to the customer and quantify their weight […]

Capturing the Voice of the Customer: Quality Functional Deployment (QFD)

January 22, 2013 by

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Quality Functional Deployment (QFD) is one of several strategies organizations can use to capture the voice of the customer and ensure that it is built into the process, product or service provided. QFD, originally developed by Akao in 1996 for use in the Japanese shipyards, was refined and adopted by US companies as a sound […]