1,367,905 research outputs found
Modelo Kano de satisfação do cliente: um estudo de caso para clientes internos
Get PDFDissertação (mestrado) - Universidade Federal de Santa Catarina, Centro Tecnológico. Programa de Pós-Graduação em Engenharia Mecânica.Estudo realizado com base no modelo Kano de Satisfação do Cliente que classifica os diversos itens de qualidade de um produto ou serviço conforme percebido por seus clientes: os característicos de qualidade obrigatória, os característicos de qualidade linear e os característicos de qualidade atrativa. No presente trabalho, a utilização do modelo Kano foi realizada direcionando o foco para o cliente interno, ou seja, os departamentos de uma mesma organização. Escolheu-se a empresa WEG Motores Ltda., na qual os departamentos foram classificados como clientes e fornecedores internos dentro do processo de fabricação de motores. A utilização do modelo Kano possibilitou avaliar em que nível os produtos ou serviços fornecidos aos clientes internos dos departamentos da empresa possuem característicos de qualidade atrativa, linear e obrigatória na forma como funcionam atualmente, além de determinar quais são esses característicos de qualidade. Os resultados mostraram que o modelo e as adaptações corresponderam às expectativas dos analistas e colaboradores da empresa
Identificação de Oportunidades de Melhoria em IES Através do Uso Conjunto do Modelo Kano e Matriz de Importância x Desempenho
Get PDFEste artigo tem como objetivo mostrar resultados parciais de uma pesquisa em andamento que procura utilizar o Modelo Kano de Qualidade Atrativa e Obrigatória e outros métodos de análise na identificação de oportunidades de melhoria em Instituições de Ensino Superior (IES). Para tanto, 20 atributos do curso de administração da Universidade Regional de Blumenau - SC, Brasil, foram analisados através de uma pesquisa quantitativa, com uma amostra de 362 alunos das diferentes habilitações, turnos e fases. Os métodos utilizados para identificação de oportunidades de melhoria foram o Modelo Kano e a Matriz de Importância x Desempenho, explorando-se as diferenças entre os dois. A análise de importância x desempenho é uma técnica de identificação de oportunidades de melhoria introduzida originalmente por Martilla e James (1977). Os consumidores avaliam qual a importância para eles e o desempenho da organização em relação ao atendimento de suas expectativas para cada atributo. A análise é feita através de um matriz bi-dimensional dividida em quatro quadrantes que classificam os atributos em pontos fracos, pontos fortes, pontos fracos menores e pontos fortes menores. O Modelo Kano considera a relação não linear entre desempenho e satisfação com os atributos, classificando os atributos em Obrigatórios, Atrativos, Unidimensionais, Neutros e Reversos. Neste estudo verificou-se que a utilização conjunta do Modelo Kano com a Matriz de Importância x Desempenho melhorou a qualidade da decisão. Atributos que tem grande impacto na satisfação se melhorados foram descobertos (modernidade dos laboratórios de informática) e priorizados. Já atributos que seriam priorizados, se analisados apenas pela Matriz de Importância x Desempenho, deixaram de ser considerados críticos por serem classificados como atrativos pelo Modelo Kano (existência de empresa júnior, oferta de atividades extracurriculares), sendo uma opção da IES melhorá-los ou não. Concluindo, como atributos prioritários para melhoria foram identificados a quantidade de vagas no estacionamento, agilidade do laboratório de impressão e modernidade dos laboratórios de informática, na categoria de infra-estrutura, e relação entre teoria e prática nas disciplinas, na categoria métodos de ensino. Os resultados demonstraram a potencialidade de aplicação conjunta dos dois métodos na identificação de oportunidades de melhoria nas IES
Debunking Popular Narratives about Adaidaita-Sahu Riders: the Kano Experience
No full textDespite that tricycle (Adaidaita-Sahu) riders are major players in transportation business in Kano, amazingly, there exist few or no studies on the socioeconomic characteristics and the attendant everyday life experiences of adaidaita-sahu riders against the backdrop of popular narratives in Kano metropolis. This paper focuses is on the everyday life and expectations of adaidaita-sahu riders as they carry out their daily business within Kano metropolis. In spite of popular narratives that portrays adaidaita-sahu riders generally as people of low life with criminal tendencies in Kano, a cursory look into this problematic provide counter-narratives to this perceptions
Debunking Popular Narratives about Adaidaita-Sahu Riders: the Kano Experience
No full textDespite that tricycle (Adaidaita-Sahu) riders are major players in transportation business in Kano, amazingly, there exist few or no studies on the socioeconomic characteristics and the attendant everyday life experiences of adaidaita-sahu riders against the backdrop of popular narratives in Kano metropolis. This paper focuses is on the everyday life and expectations of adaidaita-sahu riders as they carry out their daily business within Kano metropolis. In spite of popular narratives that portrays adaidaita-sahu riders generally as people of low life with criminal tendencies in Kano, a cursory look into this problematic provide counter-narratives to this perceptions
Debunking Popular Narratives about Adaidaita-Sahu Riders: the Kano Experience
No full textDespite that tricycle (Adaidaita-Sahu) riders are major players in transportation business in Kano, amazingly, there exist few or no studies on the socioeconomic characteristics and the attendant everyday life experiences of adaidaita-sahu riders against the backdrop of popular narratives in Kano metropolis. This paper focuses is on the everyday life and expectations of adaidaita-sahu riders as they carry out their daily business within Kano metropolis. In spite of popular narratives that portrays adaidaita-sahu riders generally as people of low life with criminal tendencies in Kano, a cursory look into this problematic provide counter-narratives to this perceptions
Sakura So and Powell St. Festival - Interview with Masao Kano:
No full textMasao Kano discusses his memory of a past Powell Street Festival and living in the Downtown Eastside
Compost making from refuse sourced from Kano Metropolitan, Kano State, Nigeria
Get PDFMunicipal-solid waste (MSW) in towns and cities of Nigeria are either allowed to rot or burnt which causes the release of greenhouse gases in the process. The heap of uncollected refuse in Kano municipal causes serious health hazards and menacing public disorder. This research investigated the Kano municipal refuse for compost making, instead of using waste disposal technique such as landfilling. Refuse samples from Dorayi/Zage and Rimin Kira refuse dumping sites Kano Municipal, Kano State Nigeria were collected. The refuse samples were sorted and all the non-biodegradables materials were removed. A compost was made from Sample N in 20 days while 9 days was required to produce a compost from sample P. Kjeldahl Nitrogen determination method and simple procedure for total carbon determination method were used to determine the percentages of nitrogen and carbon in the samples. The results have shown that, the percentages of nitrogen in the samples were found to be 1.64% for sample N and 1.71% for sample P. The percentages of carbon in the samples are 6.8% for sample N and 6.3% for sample P. The C/N ratio for sample N was 4.15:1 and that of sample P was 3.69:1.Kano municipal refuse contains a lot of organic wastes which are very difficult to incinerate. Therefore, Composting method is the best option for the disposal of the refuse rather than directly dumped in the streets
A Kano Model Based Linguistic Application for Customer Needs Analysis
Get PDFLinguistic is the systematic study of language.
Now quality doesn’t always mean the “tangible attribute”
of a product or service. It may also be linguistic. Thus,
linguistic has applied for product design through
capturing the voice of Customers. Capturing of the voice
of customers has been done in different way, like Quality
Function Deployment (QFD), Kansei Engineering and
Kano Model regarding product design. Kano Model has
two dimensional linguistic approaches, which is more
voice capturing capacity than other methods. Reverse
attribute study is important for more reliable product
design for next actions than other attributes of Kano
model i.e. attractive, must‐be, one‐dimensional and
indifferent. Thus, this paper is exclusively study for
reverse attribute. For this purpose, a reverse attribute
based linguistic approach, which is run in the computer
system for product design regarding Kano model aspect
using threshold numbers of real consumers opinions
converted into probability through fuzzy concept as an
input of Monte Carlo Simulation system determining
virtual customers is described in this paper
Perception of patients undergoing hysterosalphingography (HSG) in Kano Metropolis, Nigeria
No full text(HSG) is a special radiological procedure that is used to assess the patency and the structure of the uterus and Fallopian tubes. The main role of HSG is the study of the Fallopian tubes in infertility. Discomfort, anxiety, and pain that might result of the procedure and may vary depending on the individual’s perception. The patient’s perception of a procedure plays an important role in its acceptance. The study aims at evaluating the perception of patients undergoing HSG examination in Kano metropolis. The study design was prospective and cross-sectional conducted in the Radiology Departments of four hospitals in the Kano metropolis from December 2018 to probability sampling method was employed in the study. An ethical clearance to conduct the study was obtained from the Human Research and Ethics Committee of the Kano State Ministry of Health. A structured questionnaire was used as an instrument for data collection. The questionnaire was validated by experienced sing pilot study the reliability of the measuring tool was tested and the Chronbach reliability coefficient was found to be 0.79. Two hundred and fifty six questionnaires were administered to the selected respondents. An informed consent was obtained from all the selected respondents. The obtained data were analyzed using SPSS version 21.0. Out of the 256 (100%) administered questionnaires, 237 (92.6%) were returned, and 226 (88.3%) were properly filled. In 189 (83.63%) respondents, infertility was found to be be the indication for the procedure. 82 (36.3%) of the respondents believed the procedure was for diagnostic purpose, 78 (34.5%) for therapeutic and 28.3% for diagnostic and therapeutic. Patients undergoing HSG in Kano metropolis had a negative perception towards the procedure
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