Customer Satisfaction Measurement for ISO 9000: 2000

ISBN-13: 9781138464452 / Angielski / Twarda / 2017

Bill Self

Opis

The ISO 9000 quality management standard requires that registered companies measure customer satisfaction. This book explains 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.

Recenzje

'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

Spis treści

Chapter 1 Why Measure Customer Satisfaction?; Chapter 2 Customer Satisfaction Measurement and ISO 9001:2000; Chapter 3 Identifying Customers’ Requirements; Chapter 4 A Representative Sample; Chapter 5 Survey Decisions; Chapter 6 Questionnaire Design; Chapter 7 Analysis of Data; Chapter 8 Customer Communication; Chapter 9 Internal Communication; Chapter 10 ISO 9004:2000: Beyond Customer Satisfaction Measurement;

O autorze

Nigel Hill, Bill Self, Greg Roche