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When was the last time your organisation stepped back and observed your business from the customer’s point of view?
Dennis Crommentuijn-Marsh talks about how you can improve your processes by using the Kano model to understand the voice of your customer. He takes the relatable example of booking a hotel room to demonstrate the three types of relationships between order fulfilment and customer satisfaction: the expected, the wanted, and the delight factors.
Watch more on YouTubeDFDMA – the new DFMA? Susannah Clarke, Managing Partner and co-author of ‘Implementing ISO 9001:2015’, asks whether the principles of DFMA…
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