Background
A consumer goods company wanted to understand customers’ priority over their customer requirements, by conducting a Kano Survey, to develop a product that is well positioned to meet articulated needs, unarticulated needs and differentiated from competition
Solution
- Gather customer requirements from preliminary market survey
- Design a customer survey based on ‘Kano survey’ for identifying customer prioritizes
- Administer the survey and analyze the results that groups customer requirements into 3 main buckets – Must-be, Delighter, One-dimensional
Results
The product manager reprioritized some of the features & functionality to improve the product’s positioning.
Background:
A Bank’s retail business unit wanted to evolve a customer experience strategy
Solution:
- Detailed current state assessment based on VOC, interviews, data analysis
- Core experience enhancement projects prioritization – on-boarding, contact center
- Employee up-skilling plan
- Employee empowerment
- Customer experience metrics, measurement and governance mechanisms
Results:
Up-selling, Cross-selling and Customer Retention
Background
An air conditioner manufacturer wasn’t able to increase its plant output in spite of doubling its labor and moving to three shift production. As a result, they were not able to meet the market demand for their products.
Solution
- Identification of constraints for increasing output across the plant based on data collection and Gemba audit
- Establishment of single piece flow
- Line balancing
- Automation of final product testing
- Introduction of Kanban for material supply to production line
Results
7 fold improvement plant output of air conditioners
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