Pre-Meeting Clinic: How to use the Kano Model
Main Presentation: The Application of Kano Model in Education
Speaker: Cintia Zuccon Buffon
Date: Thursday, March 28, 2024
Time: 6:15 - 8:00 PM ET
RU's: 1.0 (sent within 48 hours)
Agenda
6:15 - Arrive/Dinner
6:30 - Gather/Announcements/Introduction
6:45 - Pre-Meeting Clinic
7:15 - Main Presentation
8:00 - Adjourn
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Pre-Meeting Clinic: How to use the Kano Model
The Kano Model is a powerful tool used to understand what customers want and how it affects their satisfaction. In this presentation, we'll explore the ins and outs of the Kano Model, showing you how it can transform your approach to quality management. We'll demonstrate how to use the Kano Model to prioritize customer needs, exceed expectations, and build loyalty. Whether you're new to quality management or a seasoned pro, this presentation will give you the tools you need to use the Kano Model effectively and drive success for your organization.
Main presentation: The Application of Kano Model in Education
As markets become more competitive, customer satisfaction is found to be one of the most important factors of success for any organization and especially for the service industry where the opportunity for the customer delight can be limited. Customer requirements and their perception of quality can differ greatly from the organizations’ views of them. Because of that, tools that can assist companies to better understand the voice of the customer are crucial.
The Kano Model is a framework used to understand how quality attributes interfere in customer satisfaction. The Kano Model has been used in many different industries throughout the years. Multiple case studies have applied the Kano Model in different sectors of the service industry from healthcare to tourism. However, the use of the Kano Model in education is still limited. Part of this, can be due to discussions regarding who is considered the customer in educational services. Nevertheless, students are ultimately the consumers of the service provided in education and this becomes more eminent in higher education. The objective of this presentation is to show the results from a study that identified in which extent the Kano Model is being applied as a quality improvement tool in the education.
About the Speaker:
Cintia Zuccon Buffon is a dedicated and accomplished professional with extensive experience in the Quality field. Currently pursuing her PhD in the Industrial Engineering Department at the University of Central Florida (UCF) and working as a Senior Quality Engineer at Ocean Optics. With over 12 years of experience in quality management, Cintia has honed her skills through positions at renowned companies such as ZEISS, BASF, and Dentsply Sirona. Her comprehensive understanding of quality processes and methodologies has been instrumental in driving continuous improvement initiatives and ensuring product excellence across diverse industries. Cintia holds a bachelor’s degree in Industrial Engineering, complemented by a Master of Science in Industrial Engineering and an MBA in Quality and Process Management. Her commitment to professional development is evident through her Green Belt certification and she is the Voice of Customer (VOC) committee member for the ASQ Orlando Section.
>>> Let us know you're coming! REGISTER at the link: https://forms.office.com/r/cVBCU24mCv