TITLE:
Application of Kano Model in Requirements Analysis of Y Company’s Consulting Project
AUTHORS:
Jiawen Huang
KEYWORDS:
Kano Model, Management Consulting Services, Requirements Analysis
JOURNAL NAME:
American Journal of Industrial and Business Management,
Vol.7 No.7,
July
13,
2017
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.