The ISO 9000 quality management standard requires that registered companies measure customer satisfaction. This book explains 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. Editor(s): Hill, Nigel. Num Pages: 160 pages, 1, black & white illustrations. BIC Classification: JFC; KJMQ; KJSU. Category: (P) Professional & Vocational. Dimension: 234 x 156 x 8. Weight in Grams: 249. . 2001. Paperback. . . . .

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Bibliographic Details

Title: Customer Satisfaction Measurement for ISO 9000
Publisher: Taylor & Francis Ltd
Publication Date: 2001
Language: English
ISBN 10: 0750655135
ISBN 13: 9780750655132
Binding: Soft cover
Condition: New

About this title

Synopsis

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.

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Nigel Hill, Bill Self, Greg Roche

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