Assignment:
For each item listed below, know the definition of the term (or phrase) as well as the purpose of the idea (what is the point the author is making by discussing this issue?).
Why Satisfied Customers Defect By: Jones, Thomas O.; Sasser Jr., W. Earl. Harvard Business Review, Nov/Dec95, Vol. 73 Issue 6, p88-91, 14p.
Measuring customer satisfaction versus customer loyalty
The driver(s) of long-term financial performance
The (incorrect ) beliefs widely held by managers
The relationship between customer satisfaction and customer loyalty
The key to securing customer loyalty
The wrong customers
Causes of false loyalty
The role of product or service quality
The recovery process
How to listen to customers
Recommended measures of loyalty
Using customer satisfaction information
Interpreting levels of satisfaction & how to decide what actions to take
The House of Quality By: Hauser, John; Clausing, Don. Harvard Business Review, May/Jun88, Vol. 66 Issue 3, p63-73.
House of Quality and QFD
Conceptual map & perception map
What's so hard about design?
What do customers want?
Customer Attribute bundles
What is measured, and how?
What does a customer mean by "quiet?"
Are all preferences equally important?
Will delivering perceived needs yield a competitive advantage?
How can we change the product?
Interpretation of Engineering Characteristics (ECs)
How much do engineers influence customer perceived qualities?
Objective measures versus targets
How does one engineering change affect other characteristics (relationship matrix)?
Impute relative weights
How does the house of quality lead to the bottom line?