Australasia's Biggest Online Store

We won't be beaten by anyone. Guaranteed

The Customer-Driven Organization


Product Description
Product Details

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
Hoshin Kanri X-Matrix
Quality Function Deployment (QFD)

Deployment Tools

Monitoring and Feedback
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
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
Case-in-Point: Is/Is Not

Project Management
Control and Monitoring

Putting All the Pieces Together
Delight in Manufacturing
Delight in Service Provision




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

Ask a Question About this Product More...
Write your question below:
Look for similar items by category
People also searched for
How Fishpond Works
Fishpond works with suppliers all over the world to bring you a huge selection of products, really great prices, and delivery included on over 25 million products that we sell. We do our best every day to make Fishpond an awesome place for customers to shop and get what they want — all at the best prices online.
Webmasters, Bloggers & Website Owners
You can earn a 5% commission by selling The Customer-Driven Organization: Employing the Kano Model on your website. It's easy to get started - we will give you example code. After you're set-up, your website can earn you money while you work, play or even sleep! You should start right now!
Authors / Publishers
Are you the Author or Publisher of a book? Or the manufacturer of one of the millions of products that we sell. You can improve sales and grow your revenue by submitting additional information on this title. The better the information we have about a product, the more we will sell!
Item ships from and is sold by Fishpond World Ltd.
Back to top