ABSTRACT
In this book I have tried to show that in pursuing the delivery of delightful service, organizations can benefit not just their customers, but themselves as well, that providing delightful service is not just “a nice thing to do.” It is a strategic objective with long-term benefits all on its own, for both organizations and individuals. And how do you arrive at this destination? By embracing the Kano philosophy and by using the Lean, quality, and Six Sigma tools demonstrated in this book as well as in others, to implement the philosophy at work and in your home life. It must be pointed out, though, that exceeding customer expectations does not simply mean giving “more” or “extra.” There must be value for the customer in the “additional” service or product provided at the time that it is presented. Otherwise an organization is generating the waste of overprocessing. This can be a fine line of distinction at times, but it is essential for the successful organization to know where that line resides for each of its relationships. I have also tried to stress the importance of both monitoring and metrics, and aligning both to organizational goals.
