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The Customer-Driven Organization

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Table of Contents

Introducing the Kano Model Case-in-Point: Power of Kano in Action Case-in-Point: Delightful Service C.I.P. 1 C.I.P. 2 Case-in Point: Performing C.I.P. 1 C.I.P. 2a C.I.P. 2b Shifting Focus Case-In-Point: Communication and Context Case-in-Point: Explicit versus Implicit Needs Case-in-Point: Voice of the Customer External Customer Internal Customer Case-in-Point: Internal Customers Planning Tools 20 Keys Inverse Ishikawa (Fishbone) Diagram Results Hoshin Kanri X-Matrix Quality Function Deployment (QFD) Directions Deployment Tools Implementation Monitoring and Feedback Audits Sample Checklist Gantt Charts and Critical Path Method (CPM) Gantt Chart Critical Path Method (CPM) Supplier-Input-Process-Output-Customer (SIPOC) Diagram Value Stream Mapping Compliance-Based Questions Value-Add Questions Surveys Control Charts Gemba Walks Case-In-Point: Power of Gemba Walks Metrics and Monitoring Why Bother? Case-In-Point: Importance of Monitoring Case-In-Point: Misalignment between Levels Root Cause Analysis Introduction Case-in-Point: Is/Is Not Project Management Introduction Initiation/Planning Execution Control and Monitoring Closure Putting All the Pieces Together Delight in Manufacturing Delight in Service Provision Conclusion Bibliography Index

About the Author

Lance Coleman is a Quality Engineer and Lean Leader at The Tech Group where he serves as site Kaizen, CAPA, and customer complaint coordinator-managing the internal quality audit program. Lance has worked in Medical Device, Aerospace, and other regulated industries for over 15 years. He has a degree in Electrical Engineering Technology from the Southern Polytechnical University in Marietta, Georgia. He is an American Society for Quality (ASQ) Senior Member as well as, Certified Six Sigma Greenbelt, Quality Auditor, and Biomedical Auditor. Lance also presently serves as the ASQ Lean Enterprise Division Publications Subcommittee Chair.


What is interesting about this book is its breadth ... it demonstrates how to use the Kano model and a wide variety of quality tools and methods to build a customer-driven organization of any kind. It takes a wide view of application rather than being in depth. It thereby sets the broader context for really understanding how to achieve customer delight rather than getting bogged down in the tools. After all, what really counts is how the principles, tools, and methods are integrated together to achieve excellent products or services-that is what the customer seeks. That is what this book achieves. -Frank Murdock, MSIE, MS Applied Mathematics; 2014 Chair, ASQ Lean Enterprise Division; Principal Consultant, FKM Consulting This book shows how the Kano model, Voice of the Customer, and Quality Function Deployment bring successful products into the marketplace for both service and manufacturing companies. -James Bossert, PhD, CLSSMBB, 2014 Editor of ASQ Six Sigma Forum Magazine The Kano model is a powerful concept in the world of quality and customer satisfaction. Lance Coleman's book provides a very helpful introduction, illustrated with many real-world examples that help the reader get beneath the surface of the model. All types of companies, including healthcare organizations, can use this book to verify that they truly understand what their customers (or patients) need and the things that will surprise and delight them! -Mark Graban, Shingo Prize-Winning Author of Lean Hospitals and Healthcare Kaizen, Consultant, and Speaker With engaging stories and solid examples of how it can be applied, this book shows how to put the Kano model to practical use along with Hoshin Kanri and Quality Function Deployment. A good roundup of Lean, process improvement, control, and planning makes this book a great guide to putting the customer at the heart of the organization. -Melvyn Thornley M.Eng MBA, CQP, CSSMBB, 2014 New Zealand Organization for Quality Vice President; Managing Director, Thornley Group This book brings about the understanding not only of customer satisfaction as most of us understand it but something much deeper than that. Let's call it `Meta Satisfaction'-the satisfaction of experiencing satisfaction. The message in the book is epitomized by a reflection on the conversation with Lance and his wife with a cabin attendant on a cruise ship. When offered praise and a tip for a service rendered, the cabin attendant replied, `no tip, thank you, it is my pleasure to serve you.' Now we are talking Quality. -Paul Harding, MSIA, Executive Director, South African Quality Institute

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