L4M2 Defining Business Need

Question 1

What does RAQSCI stand for?

Answer 1

Regulatory, Assurance of Quality, Quality, Service, Cost and Innovation!

Question 2

What is the KANO model used for?

Answer 2

This is used to measure customer emotions. These include mandatory, attractive, one-dimensional/performance, indifferent (wires in radio) and reverse.

Question 3

What are one dimension/performance requirements?

Answer 3

These meet customer needs - the more they do this the more satisfied the customer will be. E.g. legroom on a flight.

Question 4

What are attractive requirements (Kano)?

Answer 4

If these meet customer needs, they are more likely to buy more products. This is not mandatory. E.g. free parking.

Question 5

Provide an example of a reverse requirement?

Answer 5

A queue at McDonalds.

Question 6

What are the four boxes in the Steele & Court Preferencing Matrix

Answer 6

Strategic, Develop, Exploit and Nuisance. Attractiveness of account/attractiveness of market.

Question 7

Describe strategic matrix.

Answer 7

Suppliers will defend their position. This can lead to lower pricing. However suppliers can also add value to their account e.g. extra goods etc.

Question 8

Describe develop matrix.

Answer 8

Suppliers will expand business with buyers and seek new opportunities. This can result in price concessions if applied correctly.

Question 9

Exploit matrix

Answer 9

Premium price e.g. Gucci bags.

Question 10

Nuisance matrix

Answer 10

Maximise prices as there is no interest by the suppliers to maintain relationships or expand account.