Application of Kano Model in Requirements Analysis of Y Company’s Consulting Project - American Journal of Industrial and Business Management

AJIBM > Vol.7 No.7, July 2017

American Journal of Industrial and Business Management

Volume 7, Issue 7 (July 2017)

ISSN Print: 2164-5167 ISSN Online: 2164-5175

Google-based Impact Factor: 0.92 Citations

Application of Kano Model in Requirements Analysis of Y Company’s Consulting Project ()

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DOI: 10.4236/ajibm.2017.77064 2,411 Downloads 6,978 Views Citations

Author(s)

Jiawen Huang

Affiliation(s)

School of Management, Jinan University, Guangzhou, China.

ABSTRACT

With the intense competition, more and more companies become customer-oriented instead of business-oriented, especially in service industries. How to elicit customer requirements is vital to improve service quality. But as an invisible product, service is lack of quantifiable physical index, so it is difficult to standardize the measure of service quality. Therefore, to elicit and analyze customer requirements and improve customer satisfaction are tough tasks. Using the Kano Model to analyze and classify the requirements of Y Company’s consulting project, we recognize the effective factors in improving Y Company’s satisfaction, and make certain suggestions for consulting company to improve its service quality.

KEYWORDS

Kano Model, Management Consulting Services, Requirements Analysis

Share and Cite:

Huang, J.W. (2017) Application of Kano Model in Requirements Analysis of Y Company’s Consulting Project. American Journal of Industrial and Business Management, 7, 910-918. doi: 10.4236/ajibm.2017.77064.

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