I will be the first to admit that I still have a few cases of 8-track tapes. For those too young to know what 8-track tapes are, please ask your parents. As a customer who purchased a lot of music, my needs were simple. I wanted clearer sound and something smaller to store.

The music industry responded and introduced the cassette. The cassette was indeed smaller. It did not fade out and then back in with that annoying “click” that my 8-track tapes used to have. I was pleased with my cassette collection. Then suddenly, the music industry introduced something called a CD – a compact disc. The CD offered better clarity, more storage capacity and the ability to jump to specific songs, or shuffle the order of their play. Best of all, one never had to rewind!

Six Sigma Excel Templates - 28 images - 119 Best Lean Six Sigma Templates Images On, Haccp Checklist Template For Microsoft Excel, 44 Best Images About Lean Six Sigma On, Free Lean6 Six Sigma Tool For Excel Lean6 Six, Six Sigma Template Dmaic Template Process Improvement. Gap Analysis. What Is Gap Analysis? Gap analysis is a survey instrument used to determine the gaps. Between a service offered and a customers expectations. SERVQUAL Expectations Survey & Perceptions Survey. • Developed byParasurman,Zeithamel, and Berry to assess services quality. • SERVQUAL instruments are.

The point is simple. As a customer, my needs changed. In the move to CDs, I did not realize my needs had changed but the music industry, through research, keeping up with the competition and advances in technology, delighted me with new product offerings. Even today as my CDs are dust covered because I only utilize my iPod, new advances in music technology are being made to further address music customer needs. The Kano Analysis How does a company analyze customer needs?

How can it easily determine what delights customers or what their basic needs are? One powerful technique to address these questions has been developed by Professor Noriaki Kano of Tokyo Rika University, and his colleagues. This is Kano’s theory: For some customer requirements, customer satisfaction is proportional to the extent to which the product or service is fully functional.

The Kano model addresses the three types of requirements: • Satisfying basic needs: Allows a company to get into the market. • Satisfying performance needs: Allows a company to remain in the market. • Satisfying excitement needs: Allows a company to excel, to be world class. Dissatisfiers or Basic Needs – Expected features or characteristics of a product or service (legible forms, correctly spelled name, basic functionality). These needs are typically “unspoken.” If these needs are not fulfilled, the customer will be extremely dissatisfied. An example of an “unspoken” need when staying at a hotel is cleanliness.

This includes a clean bathroom, clean linens and a pleasant, fresh aroma in the air. When a person books a reservation at a hotel, they do not request a clean room. They expect it. If this basic need is not met, they will be extremely dissatisfied. Satisfiers or Performance Needs – Standard characteristics that increase or decrease satisfaction by their degree (cost/price, ease of use, speed). These needs are typically “spoken.” Using the hotel example again, “spoken” needs could be Internet access, a room away from the elevators, a non-smoking room, the corporate rate, etc.

Delighters or Excitement Needs – Unexpected features or characteristics that impress customers and earn the company “extra credit.” These needs also are typically “unspoken.” Think of the Doubletree Hotels. Those who stay there are delighted by a freshly baked, chocolate chip cookie delivered to their room during turn-down service. Figure 1: The Kano Model Illustrated Customer Needs Change The horizontal axis of this figure indicates how fully functional a product/service is. The vertical axis indicates how satisfied the customer is.

The line going through the origin at 45 degrees, represents the situation in which customer satisfaction is directly proportional to how fully functional the product/service is. In other words, it represents the situation in which the customer is more satisfied with a more fully functional product/service and less satisfied with a less functional product/service. Kano terms such requirements as “one-dimensional” requirements. A 10 percent improvement in functionality results in a 10 percent improvement in customer satisfaction. For example, the faster the response time on a system, or the more miles per gallon for a vehicle, the more the customer likes it. Kano Requirements Type Definitions: A Summary Requirements Type Definition Must Be (Expected Quality) Requirement that can dissatisfy (expected, but cannot increase satisfaction) One-Dimensional (Desired Quality) The more of these requirements that are met, the more a client is satisfied Delighters (Excited Quality) If the requirement is absent, it does not cause dissatisfaction, but it will delight clients if present Indifferent Client is indifferent to whether the feature is present or not Reverse Feature actually causes dissatisfaction.

Figure 3: How Requirements Can Be Identified Conclusion: What Delights Today Here is the Kano Analysis in summary: • The Kano Analysis helps to identify unspoken needs before prioritization. • It is intended to help prioritize customer needs.

• It should be linked to a company’s multi-generational project plan. • Generation 1 has to cover the “must be’s.” • The company must realize that customers’ expectations and/or needs vary over time.

Needs change. For example, in the Doubletree Hotel example about the freshly baked, chocolate chip cookie: Many people are becoming more health conscious now. Perhaps a high-calorie, confectionary item is no longer a top delighter. Also, consider the comment about the need for Internet access in the hotel room being a satisfier. While wireless Internet access could have been considered a delighter, it is quickly becoming a basic need of convenience. The important points to keep in mind are 1) what delighted customers in the past is now expected and 2) what is expected today will not meet minimum customer expectations in the future.

Two points: First – It’s not the case of customer needs that are changing as much as who wouldn’t be delighted if they got more than they asked for. Wouldn’t you be delighted if you got two scoops of ice cream when you paid for one? Its human nature to want more even when I don’t know what I want more of. Just give me more and i will tell you if I am delighted or disappointed. LOL Second, I would submit that much of the consumer product features that delight consumers were developed or invented through scientific research labs and initially directed towards military or noncommerical applications.

Only years later are these made available for consumer product applications. Yes, I would be beyond delighted if I could teleport myself to a vacation destination instead of using a not so delightful airline flight. But such a delightful feature is unlikely in my lifetime and even when scientists do figure it out, guess who would get first dibs at it? My two cents worth.

NZD (New Zealand Dollar) - Latest News, Analysis and Forex. Latest NZD market news, analysis and New Zealand Dollar trading forecast from leading DailyFX experts and research team.

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NZD/USD Forecast Forex Crunch The New Zealand dollar suffered the might of the USD following the hawkish hike from the FED but managed to weather some of the storms. The week leading to Christmas.

News about FOREX New Zealand Dollar bing.com/news Currency Speculators Added To Their USD Bullish Positions Last Week Currency Speculators Added To Their USD Bullish Positions Last Week investing.com 5 days ago The latest data for the weekly Commitment of Traders (COT) report, released by the Commodity Futures Trading Commission (CFTC) on FOREX-Dollar moves away from 3-week low, caution before US jobs limits rebound Reuters 1 day ago The U. Silent Hunter 3 Download Deutsch. S. Currency was also hit by a surge in the Chinese yuan. Australia boasting its first trade surplus in almost three years in November.

The New Zealand dollar Dollar rises ahead of jobs data; yuan steadies The Hindu Business Line 1 hour ago Sterling was treading water ahead of a decision expected over the next week on the role of parliament in soon-to-start Brexit negotiations, while Mexico's peso steadied having XE: Convert NZD/NZD. New Zealand Dollar to New Zealand Dollar www.xe.com › XE Currency Converter - Live Rates NZD to NZD currency converter. Get live exchange rates for New Zealand Dollar to New Zealand Dollar.

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The New Zealand Dollar is the official currency of New Zealand. The currency also circulates in the Tokelau, Pitcairn Islands, Niue, and Cook Islands.

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Get free NZD/USD (New Zealand Dollar to US Dollar) daily & weekly technical and fundamental forecasts, analysis, trends and news written by FX Empire's professional. New Zealand dollar - Wikipedia The New Zealand dollar (sign: $; code: NZD) is the currency of the Realm of New Zealand (including New Zealand proper and the territories of the Cook Islands, Niue. History Coins Banknotes History of NZ. Global foreign. NZD/USD (New Zealand Dollar to US Dollar) - Live Charts. Get your FREE New Zealand Dollar to US Dollar (NZD/USD) live streaming and up-to-date data, quotes & prices, charts, rates, analysis & forecasts.

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Realtime, continously updated quotes for a wide range of forex currency pairs, complete with charts. NZD/JPY - Live Rate, Forecast, News and Analysis Get latest market information about NZD/JPY pair including NZD JPY Live Rate, News, New Zealand Dollar and Japanese Yen Forecast and Analysis. New Zealand Dollar — Forex News - earnforex.com New Zealand Dollar News. Read the latest Forex news and browse the news archive for the New Zealand Dollar. NZDUSD Currency Quote - New Zealand Dollar Currency www.marketwatch.com/investing/currency/NZDUSD Jan 03, 2017 EUR= European Euro: CHF= Swiss Franc: NZD= New Zealand Dollar: USD= United States Dollar: JPY= Japanese Yen: GBP= United Kingdom Pound: AUD= Australian Dollar New Zealand Dollar Driven By US Dynamics @ Forex Factory www.forexfactory.com/news.php?do=news&id=618291 New Zealand Dollar Driven By US Dynamics - Domestic influences are likely to be slightly positive for the New Zealand dollar with the Reserve Bank of New Zealand. ExchangeRate.com - Currency Converter USD to NZD www.exchangerate.com/currency-converter/USD/NZD Currency Exchange Rate for US Dollar USD to New Zealand Dollar NZD Currency Converter Fast & Free Online Money Conversion. Www.nzforex.co.nz/currency-converter Currency converter.

Live rates for converting New Zealand Dollar, 1.00 NZD = AUD • USD • GBP • CAD • JPY • EUR • SGD, other currencies, charts. New Zealand dollar (NZD) GoCurrency The New Zealand dollar, denoted by NZD or sometimes NZ$, is the official currency used in New Zealand.

The Kiwi (an informal term for the currency) is also officially. AUD NZD Australian Dollar New Zealand Dollar - Investing.com www.investing.com/currencies/aud-nzd Find the current Australian Dollar New Zealand Dollar rate and access to our AUD NZD converter, charts, historical data, news, and more. NZD New Zealand Dollar - NDTV Profit profit.ndtv.com › Markets › Market Dashboard NZD New Zealand Dollar Exchange Rate, find latest Foreign Exchange rate of New Zealand Dollar currency NZD, Forex Conversion for New Zealand Dollar, Latest Convert New Zealand Dollars (NZD) and United States. Coinmill.com/NZD_USD.html Calculator to convert money in New Zealand Dollar (NZD) to and from United States Dollar (USD) using up to date exchange rates. New Zealand Dollar(NZD) Today Currency Exchange nzd.fx-exchange.com New Zealand Dollar(NZD) Today - New Zealand Dollar Currency Exchange - Foreign Currency Exchange Rates and Currency Converter Calculator NZD USD – New Zealand Dollar US Dollar - LuckScout www.luckscout.com › Trading NZD is a currency abbreviation for New Zealand dollar; it is an ISO 4217 and carries numeric representation 554. It is the officially certified national tender used. NZD to INR INR to New Zealand Dollar Indian Rupee to.

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NZD USD is the main commodity currency of Asia and is a part of top ten global assets. It became popular just several years ago and. New Zealand Dollar Forex Blog www.forexblog.org/category/new-zealand-dollar During recent interviews with the Forex Blog, both Mike Kulej of FX Madness and the team at Action Forex imparted their beliefs that the New Zealand Dollar is.

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