Hybrid Method of Customer-Focused Service Quality Improvement

An innovative approach that combines correlation coefficient and the Kano model, with a hint of Pareto analysis for highly effective understanding of Voice Of the Customer, which determines key satisfaction drivers out of methodically and comprehensively deconstructed data of customer expectations. This approach also enables analysis results to be expeditiously and successfully turned into actionable and measurable service quality improvement initiatives that ensure immediate execution and tangible results.

Presenter: Masahiro Ito

  • Masahiro Ito has 16 years of tenure in the hospitality industry – 13 of which with luxury hotel brands, including the Malcolm Baldrige-awarded Ritz-Carlton Hotel Company he served for over eight years in three different locations, and has been in numerous leadership roles for 11 of those years. In late 2008, he joined the pre-opening team of Fontainebleau Miami Beach as Hotel Manager. Since July 2010, he has been charged with organizational performance improvement in customer satisfaction and employee engagement as the integral role of Director of Quality Operations that he fulfills. Masahiro is an ASQ-Certified Manager of Quality/Organizational Excellence and Six Sigma Black Belt. He also holds a Master Certificate in Hospitality Management from Cornell University.
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