Customer Satisfaction Measurement for ISO 9000: 2000

ISBN-13: 9780750655132 / Angielski / Miękka / 2001 / 160 str.

BSC Nigel Hill; Bill Self; Greg Roche

Opis

The ISO 9000 quality management standard requires that registered companies measure customer statisfaction. Many customer surveys produce misleading results due to poor questionnaire design, inappropriate data collection methods and invalid statistic analysis.

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

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.

O autorze

Nigel Hill, Bill Self, Greg Roche