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Saeed Biglarbeigi

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Designing Profitable Products Using QFD and Kano Model

When competition for new markets and customers increases, the level of customer satisfaction becomes a key factor for long-term business success. Satisfied customers often become loyal customers and help to ensure future cash flow. In their article “Zero Defections: Quality Comes to Services” (Harvard Business Review, 1990) F.F. Reichfeld and W.E. Sasser report that a…