Yamaha Motor University Practice Exam

The principle that emphasizes customer satisfaction in Yamaha's business philosophy is Kando. This concept refers to the emotional experience of joy and excitement that arises from owning and using Yamaha products. Kando encapsulates the idea that Yamaha aims to exceed customer expectations, delivering not just quality products but also enriching experiences that resonate on a personal level. This focus on customer satisfaction is foundational to Yamaha's commitment to innovation and excellence, driving the development of products and services that truly fulfill the needs and desires of their customers.

In contrast, Shokunin typically relates to craftsmanship and dedication to quality, emphasizing the skill and mastery of the artisans creating the products. Kaizen refers to the practice of continuous improvement in processes, and while it certainly contributes to customer satisfaction by enhancing product quality and efficiency, it is not specifically centered on the emotional aspect of customer experience. Yamato, although important in the context of Japanese cultural values, does not directly correlate with customer satisfaction in the same way Kando does.