You've heard the buzzwords: service quality; quality improvement; customer satisfaction. You've seen the techniques: fishbone diagrams; flow charts; brainstorming. Never before have so many service quality and customer satisfaction techniques been gathered, efficiently organized, and clearly presented in a single volume. This unique guide takes you through the maze of measurement tools, explaining each with clarity using exhibits and examples. Parts I and II give an overview of what service quality is and how standard measurement techniques can actually mislead if used incorrectly. In Part III, Chakrapani uses his "P3D3" matrix to explain which tool works best for different measurement needs. Part IV describes how to measure customer satisfaction, and Parts V and VI tie it all together with a discussion of developing a philosophy of quality and an overview of how to apply the right tools to different measurement problems. This book is an excellent introduction to those who are new in the field, as well as an indispensable reference for veterans in service quality and customer satisfaction.
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About the Author
Chuck Chakrapani is Chief Executive Officer of Millward Brown Goldfarb, President of Standard Research Systems, Adjunct Professor at the DeGroote School of Business at McMaster University, and former Executive Director and President of the PMRS.
Table of Contents
I. MANAGING SERVICE QUALITY. II. HOW STANDARD MEASUREMENT TECHNIQUES CAN MISLEAD. III. TOOLS AND TECHNIQUES OF MEASUREMENT. IV. MEASURING CUSTOMER SATISFACTION. V. TOWARD A PHILOSOPHY OF QUALITY. VI. PUTTING IT ALL TOGETHER.