Basic factors
What are basic factors?
These are the factors that must at least be present, the basic needs of the product or service. A telephone needs to be able to make calls and a hotel room needs a bed. If these factors are not present, this will cause the customer to be dissatisfied.
In addition to basic factors, there are also performance factors and WOW factors. With performance factors, the more of it there is, the happier the customer becomes. If there is less of it, the customer becomes less satisfied again. WOW factors are not missed when they are not present, but affect satisfaction very much when they are. The customer does not expect them, but are pleasantly surprised when they are.
You can identify the different customer needs and break them down into basic, performance and WOW factors using the KANO model.
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Customer Testimonial: Egga Food
Egga Food processes eggs and egg products for the retail, foodservice, and food-processing industries. Its three production facilities produce, among other things, fresh, hard-boiled, peeled, and dyed eggs.
What is quality management system?
Quality management is a catch-all term for many business owners. It is seen by managers as a necessary evil to hang the certificate on the wall. A proof of good behavior for the customers. However, if the principles of quality management are properly applied, they contribute daily to more efficient operations. And therefore to the bottom line. This is precisely why every organization can benefit from practical quality management. And surely that makes everyone happy.
Go with the (work) flow
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