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A quality management system (QMS) is a collection of business processes focused on consistently meeting customer requirements and enhancing their satisfaction. It is aligned with an organization's purpose and strategic direction (ISO 9001:2015). [1]
Customer delight means surprising a customer by exceeding their expectations and thus creating a positive emotional reaction. This emotional reaction leads to word of mouth . Customer delight directly affects the sales and profitability of a company, as it helps to distinguish the company and its products and services from the competition .
The Kano model is a theory for product development and customer satisfaction developed in the 1980s by Noriaki Kano.This model provides a framework for understanding how different features of a product or service impact customer satisfaction, allowing organizations to prioritize development efforts effectively.
These countries, among many others, have raised their own standards of quality in order to meet international standards and customer demands. [ 7 ] [ 8 ] The ISO 9000 series of standards are probably the best known international standards for quality management, though specialized standards such as ISO 15189 (for medical laboratories) and ISO ...
Service Blueprint The service blueprint is a way to describe the flow of a customer through a service operation from the start to the finish, along with the actions provided by the service providers both in interaction with the customer and in the "back room" out of sight of the customer. For example, if a customer wishes to purchase a suit ...
16. XIKAR. XIKAR, which makes cigar accessories, offers a limited lifetime warranty on all products. Simply drop your lighter or cigar cutter in the mail, and the company will repair or replace it ...