Customer Satisfaction Measurement Simplified: A Step-by-Step Guide for ISO 9001: 2000 Certification
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Recent changes to the ISO 9001:2000 international standards require that organizations must have an effective method of measuring customer satisfaction to achieve ISO certification. In addition to maintaining thorough documentation of each process, these organizations must also measure the effectiveness of that process, along with the consequences for the customers. Customer Satisfaction Measurement Simplified is the first book on the market specifically written to assist on attaining this requirement. Using graphics, charts, and real data with examples drawn from the author's own experiences, Customer Satisfaction Measurement Simplified will guide you through the process of implementing a customer satisfaction measurement process to help your organization meet ISO 9001 certification. Use Customer Satisfaction Measurement to Improve Performance Intended to address the practical questions of quality and satisfaction professionals who need quick answers to specific issues, Customer Satisfaction Measurement Simplified is a concise guide that will show how to implement an efficient measurement system. Terry Vavra begins by demonstrating how to identify the requirements of the customer, then explains the best way to measure the level of satisfaction, and finally how to analyze and report the data collected. In this era of increased competition and globalized economies, businesses are striving to find any point of uniqueness to distinguish themselves from the competition. By effectively measuring customer satisfaction levels, organizations can demonstrate how they differentiate from the competition. Contains a bonus CD-ROM with additional information, charts and templates. Booknews Written for organizations seeking ISO certification, this book offers guidance on customer satisfaction and its measurement, walking the reader through the steps of implementing a system of customer satisfaction measurement. The book describes the means for identifying the customers' requirements, measuring satisfaction, and analyzing and reporting the data collected. Key points are illustrated with graphs, charts, and real data. Vavra is a marketing consultant. Annotation c. Book News, Inc., Portland, OR (booknews.com)
