Customer Satisfaction Measurement for ISO 9000: 2000
1st Edition
Published on 15. August 2007
176 pages
978-1-136-41243-1 (ISBN)
Description
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.
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.
Reviews / Votes
'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
More details
Language
English
Place of publication
London
United Kingdom
Publishing group
Taylor & Francis Ltd
Target group
Professional and scholarly
File size
2,69 MB
ISBN-13
978-1-136-41243-1 (9781136412431)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Additional editions
Bill Self | Greg Roche | Nigel Hill
Customer Satisfaction Measurement for ISO 9000: 2000
Book
11/2017
1st Edition
Routledge
€282.73
Shipment within 10-20 days
Bill Self | Greg Roche | Nigel Hill
Customer Satisfaction Measurement for ISO 9000: 2000
Edited by Nigel Hill
Book
12/2001
1st Edition
Butterworth-Heinemann
€73.15
Shipment within 15-20 days
Persons
Nigel Hill, Bill Self, Greg Roche
Content
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;
