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Customer Satisfaction Measurement for ISO 9000: 2000
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Editorial Reviews
Review
'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 -- Review
Review
'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
See all Editorial Reviews
'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 -- Review
Review
'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
See all Editorial Reviews
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Inside This Book
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First Sentence:
ISO 9001:2000 has placed customers at the heart of a quality management system whose objective is continual improvement in customer satisfaction. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
verbal type scales, customer satisfaction measurement process, maximising response rates, low satisfaction scores, average satisfaction score, including statistical techniques, met customer requirements, low value customers, standing survey, mirror survey, improvement loop, staff appearance, punctual arrival, importance scores, quality management system, respondent confidentiality, systematic random sample, main survey, satisfaction index, verbal scales, improving customer satisfaction, high value customers Key Phrases - Capitalized Phrases (CAPs): (learn more)
Friendly Martian, The Leadership Factor, Harvard Business School, The Loyalty Effect, Tom Peters New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Surprise Me!
ISO 9001:2000 has placed customers at the heart of a quality management system whose objective is continual improvement in customer satisfaction. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
verbal type scales, customer satisfaction measurement process, maximising response rates, low satisfaction scores, average satisfaction score, including statistical techniques, met customer requirements, low value customers, standing survey, mirror survey, improvement loop, staff appearance, punctual arrival, importance scores, quality management system, respondent confidentiality, systematic random sample, main survey, satisfaction index, verbal scales, improving customer satisfaction, high value customers Key Phrases - Capitalized Phrases (CAPs): (learn more)
Friendly Martian, The Leadership Factor, Harvard Business School, The Loyalty Effect, Tom Peters New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Surprise Me!
Citations (learn more)
This book cites 1
book:
- A Passion for Excellence: The Leadership Difference by Nancy Austin on page 127, and page 128
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