A diagram used to analyse what is delivered to the customer in terms of
1) basics (unspoken needs such as hot water in a hotel room),
2) performance items (for example perceived value for money) and
3) delighters which are unexpected but gain loyalty of the customer (for example, free fruit, chocolates and fresh flowers in a hotel room). In competitive industry, factors move from 3 to 2 to 1.
A diagram used to analyse what is delivered to the customer in terms of
1) basics (unspoken needs such as hot water in a hotel room),
2) performance items (for example perceived value for money) and
3) delighters which are unexpected but gain loyalty of the customer (for example, free fruit, chocolates and fresh flowers in a hotel room). In competitive industry, factors move from 3 to 2 to 1.
BPMN