Customer Satisfaction Measurement for ISO 9000: 2000

By Bill Self, Greg Roche, Nigel Hill, et al.

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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.

Format:Paperback

Language:English

ISBN:0750655135

ISBN13:9780750655132

Release Date:December 2001

Publisher:Routledge

Length:160 Pages

Weight:0.60 lbs.

Dimensions:0.3" x 6.1" x 9.2"

Related Subjects

Business Business & Investing Economics Engineering Industrial Industrial, Manufacturing & Operational Systems Management & Leadership Motivational Quality Control Technology

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Customer Satisfaction Measurement for ISO 9000: 2000

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