Customer Satisfaction Measurement for ISO 9000: 2000 (häftad)
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Format
Häftad (Paperback)
Språk
Engelska
Antal sidor
176
Utgivningsdatum
2001-12-01
Medarbetare
Roche, Greg / Hill, Nigel
Illustratör/Fotograf
black & white illustrations 1
Illustrationer
Illustrated
Dimensioner
226 x 154 x 10 mm
Vikt
259 g
Antal komponenter
1
ISBN
9780750655132

Customer Satisfaction Measurement for ISO 9000: 2000

av Bill Self
Häftad,  Engelska, 2001-12-01
832
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For the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction.

Many customer surveys produce misleading results due to poor questionnaire design, inappropriate data collection methods and invalid statistic analysis.

Customer Satisfaction Measurement for ISO 9000 explains in a clear and simple manner how to conduct a professional customer satisfaction survey that will produce a reliable result - as well as being consistent with the requirements of ISO 9001:2000. Each step of the customer satisfaction measurement process is explained sequentially and each is linked to appropriate clauses in the ISO 9001:2000 statement.

Specifically addresses the new customer satisfaction measurement requirement of ISO 9001: 2000 for the first time.

Concise, clear and easy to read, guiding the reader smoothly through the process of customer satisfaction measurement.

Includes a sample questionnaire design, information on conducting a survey, and analysis of data to help readers compile their own survey of customer satisfaction.
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Recensioner i media

'This book attempts to redefine the importance of the customer in terms of how their input can be used proactively and creatively for quality improvement...I found the book as a whole an easy, interesting read, being logically structured and well presented.....with the worked examples and commentary proving thought-provoking, uncomplicated and well structured.'
Quality World, July 2002

'This book explains in a clear and simple way how to conduct a professional customer satisfaction survey that will produce reliable results - as well as being consistent with ISO 9001:2000. Not only is each step of the customer satisfaction measurement process explained sequentially, each step is also linked to appropriate clauses in the ISO 9001:2000 statement.'
Quality World, March 2002

Övrig information

Nigel Hill, Bill Self, Greg Roche

Innehållsförteckning

Why measure customer satisfaction? The requirements of ISO 9000:2000; Identifying customer requirements; A representative sample; Questionnaire design; Conducting the survey; Analysis of data; Customer communication; Continuous improvement - enhancing customer satisfaction; Beyond ISO 9001 - the guidelines of ISO 9004.

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