Customer Satisfaction Measurement for ISO 9000: 2000

2000
1. Auflage 2001
ISBN: 978-0-7506-5513-2
Verlag: Taylor & Francis Ltd

Buch, Englisch, 160 Seiten, Format (B × H): 169 mm x 233 mm, Gewicht: 249 g

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.

Zielgruppe

Professional Practice & Development

Autoren/Hrsg.

Self, Bill

Roche, Greg

Hill, Nigel

Fachgebiete

• Interdisziplinäres Wissenschaften Wissenschaft und Gesellschaft | Kulturwissenschaften Kulturwissenschaften
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Produktionsmanagement, Qualitätskontrolle
• Wirtschaftswissenschaften Betriebswirtschaft Management Qualitätsmanagement, Qualitätssicherung (QS), Total Quality Management (TQM)
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege

Inhaltsverzeichnis

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;

Über Autor(innen)

Nigel Hill, Bill Self, Greg Roche