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| CUSTOMER SATISFACTION MEASUREMENT FOR ISO 9000: 2000
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To order this title, and for more information, click here
By
Bill Self
Edited By
Nigel Hill, The Leadership Factor
By
Greg Roche
Description
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.
Audience
Quality Managers and other managers with Quality responsibilities. Customer Service Managers, Marketing Managers. Quality Management auditors,
consultants and trainers in organisations seeking certification, or upgrading to ISO 9000.
Undergraduate and postgraduate students
on any courses with a quality management component, e.g. Portsmouth University, Cranfield, Bournemouth University, Heriot-Watt University,
De Montford University. Students studying for membership exams at the Institute of Quality Assurance.
Contents
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.
| Bibliographic details |
Paperback, 176 pages, publication date: DEC-2001
ISBN-13: 978-0-7506-5513-2
ISBN-10: 0-7506-5513-5
Imprint: BUTTERWORTH HEINEMANN
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| Price and Ordering |
Price:
EUR 50.95
USD 57.95
GBP 36.99
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Last update: 4 Sep 2009
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