Customer Satisfaction Measurement For Iso 9000

Overview

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 ...

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Customer Satisfaction Measurement for ISO 9000: 2000

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Overview

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.

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Editorial Reviews

From the Publisher
'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
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Product Details

  • ISBN-13: 9780750655132
  • Publisher: Taylor & Francis
  • Publication date: 12/1/2001
  • Pages: 176
  • Product dimensions: 6.14 (w) x 9.21 (h) x 0.34 (d)

Table of 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.

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