An opertional strategy development framework for a mobile phone service provider : an application of Kano model

Abstract

The objective of this thesis needs to identify procedure for setting up operational strategy development framework to delight target customers' needs and wants. The quality of a product or service is a key element in creating customer satisfaction. The customers' satisfaction is typically investigating by focus groups technique, an effective way of evaluating a range of design strategy, to encourage an externalisation of the decision making process. Benchmarking with other organisations is a possible solution to addressing the attributes that delight and excite customers can provide a competitive advantage. The Kano model is a valuable tool for capturing the customer requirement, providing critical information on the importance of products and services and the level of satisfaction from the customer's perspective. Quality function deployment (QFD) is an important tool in translating customer requirement into technical characteristics. It is the only comprehensive quality tool aimed specifically at translating and comparing customer satisfaction measures. After reviewed by the specialist, it found that the operational strategy development procedure is “Simplicity” which leads to delight customer.