QUESTION 2: Case 1: You reserve a hotel room, and when you arrive into your room

Question

QUESTION 2: Case 1: You reserve a hotel room, and when you arrive into your room you find out that there is no toilet paper,

How would you feel about that experience, would it be considered in “performance” or “attractive” or “must have” dimension of KANO model (and please explain WHY)

QUESTION 3: Assume that you are the CEO of a reputable auto parts (example: Denso) company. Briefly describe how you would set up a benchmarking program. Include in your description an analysis of how you would determine “what” to benchmark and how you would determine “whom” to benchmark against

Explanation / Answer

Answer to question# 2)

When I enter the hoel room and do not find the toilet paper there, it would be considered as a "MUST HAVE" dimension of KANO model

.

Answer to question# 3)

In an automobiles company the following aspects must be benchmarked:

Volume of the parts

Working and efficiency

Pricing of the parts

.

Volume of the parts can be benchmarked for the purchase manager

Working and efficiency of the parts can be benchmarked for the Mecahnic engineer or any one dealing with the technical working of the parts

Pricing can be benchmarked for the marketing manager to compared with the best competitive prices in the market

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