Fishbone and Kano diagrams could have been used in these decision-making processes to identify potential problems and customer satisfaction levels. The Fishbone diagram could have been used to identify the root causes of potential issues, such as customer dissatisfaction with price increases or service shutdowns. The Kano diagram could have been used to understand customer needs and expectations, helping to predict how changes would impact customer satisfaction. These tools could have helped both companies avoid making decisions that they later had to reverse.
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