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Transforming Your Business Operations With the Lean Six

Transforming Your Business Operations With the Lean Six

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Published by Ken McCaul

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Published by: Ken McCaul on Jan 06, 2010
Copyright:Attribution Non-commercial

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09/30/2012

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Transforming your business operations withthe Lean Six Sigma toolkit
Entrepreneurial Roundtable
University of Chicago Booth School of Business
John A. “Jack” Kahler
December 21, 2009
 
How do I serve my customers?
 
What value does my work create?
 
All of us are in operations.
 
Kano diagrams plot customerexpectations against satisfaction
Page 3
BasicExpectations
DelightedCustomers
Low SatisfactionHigh Satisfaction
   E  x  p  e  c   t  a   t   i  o  n  s   M  e   t   E  x  p  e  c   t  a   t   i  o  n  s   N  o   t   M  e   t

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