KANO Model of Customer Satisfaction in Hindi | Total Quality Management | Lean Six Sigma Video
KANO Model of Customer Satisfaction in Hindi | Total Quality Management | Lean Six Sigma | Customer Specific Requirements (CSR) | Customer Satisfaction (CSAT) | Quality Control | Quality Assurance
KANO MODEL OF CUSTOMER SATISFACTION
This video explains, how 'Customer Satisfaction (CSAT) varies with Customer Needs!
The KANO model describes the relationship between customer satisfaction and customer needs in an effective manner.
Customer satisfaction is a key indicator of a successful business and ensures the quality is delivered by the organization and meets customer requirements. But to achieve customer satisfaction an organization must understand customer needs or requirements, these needs are categorized by the KANO model as Basic needs, Performance needs, Excitement needs, Indifference zone, and Reverse needs or Reverse requirements.
The KANO model was conceptualized and developed by Professor Noriaki Kano in 1984. KANO model describes the variation in customer satisfaction w.r.t. fulfillment of the customer requirements i.e. how well the customer requirements are executed by a manufacturing or service organization
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