Volunteering: Management vs Engagement

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Tiger de Souza - Head of Volunteering - NSPCC

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Volunteering:Management v Engagement

Tiger de SouzaHead of Volunteering

Customer satisfied

Customer not satisfied

Expectation metExpectation not met

KANO model

WANT

EXPECT

DELIGHT

Source: Kano model

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=25uo_cyUBJm6aM&tbnid=ZYfnXa_Tv4yThM:&ved=0CAUQjRw&url=http%3A%2F%2Fwww.sabre-roads.org.uk%2Fwiki%2Findex.php%3Ftitle%3DFile%3ASwine_-_Please_Drive_Carefully&ei=bPVgUsbPJ6Gu2QWP_4GgAQ&bvm=bv.54934254,d.b2I&psig=AFQjCNHYNO4CXwg80pkEH9Szq0-FdzSE2A&ust=1382172354504970

Thank you for your time

Tiger de Souzatiger@nspcc.org.uk / @whyofthetiger

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