"seraku" - 1 õppematerjal

Kvaliteedijuhtimine teadmiste hindamise test

ja​ ​teenuste​ ​pakkumine; -üllatusmoment​ ​–​ ​kliendi​ ​ootuste​ ​ületamine,​ ​mis​ ​mõjub​ ​boonusena​ ​ning​ ​aitab​ ​luua​ ​lojaalset kliendibaasi. Allikad:​ ​Kano​ ​Model​ ​Analysis [http://people.ucalgary.ca/~design/engg251/First%20Year%20Files/kano.pdf]​ ​30.11.2015 Kano,​ ​N.,​ ​Seraku,​ ​N.,​ ​Takahashi,​ ​F.​ ​and​ ​Tsuji,​ ​S.​ ​(1984),​ ​“Attractive​ ​quality​ ​and​ ​must-be quality“,​ ​Hinshitsu,​ ​The​ ​Journal​ ​of​ ​the​ ​Japanese​ ​Society​ ​for​ ​Quality​ ​Control,​ ​April,​ ​pp.​ ​39​ ​– 48 4.​ ​ ​Kuus​ ​sigmat