This presentation covers both technical and service quality measures and considerations as an approach to not only fulfill the explicit requirements, but do so in a way that satisfies customers through meaningful and impactful experiences. Techniques including Voice of the Customer are used to show the relationship between satisfaction and profitability, with additional context from the Kano model to distinguish the required features from those that delight and excite customers, converting them into Net Promoters.
Daniel Zrymiak, from Surrey, British Columbia, Canada, has more than 25 years in quality management. Daniel manages projects for Accenture having previously worked in Hong Kong, Germany, and Canada in business services, manufacturing, medical software, and web commerce solutions. Zrymiak also taught software quality and statistics at the University of British Columbia, British Columbia Institute of Technology, and Kwantlen Polytechnic University. Daniel is an ASQ Fellow and received ASQ’s Crosby and Feigenbaum Medals and Testimonial and Service Awards. Daniel is certified as an ASQ CSSBB, CMQ/OE, CSQE, CQE, and multiple lead auditor credentials. Daniel has spoken at multiple ASQ conferences, wrote and reviewed publications for ASQ journals and Quality Press; and serves ASQ in multiple member-leader roles and committees.