Customer Satisfaction Measurement for ISO 9000: 2000

Customer Satisfaction Measurement for ISO 9000: 2000 (Paperback)

By Nigel Hill , Bill Self , Greg Roche 
Publisher: Routledge
Edition: Paperback
Language: English
ISBN: 0750655135
EAN: 9780750655132
No. of Units: 1
No. of Pages: 176
Publish Date: 2001-12-26
Binding: Paperback
Ships to India.

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.
Specifically addresses the new customer satisfaction measurement requirement of ISO 9001: 2000 for the first time.
Concise, clear and easy to read, guiding the reader smoothly through the process of customer satisfaction measurement.
Includes a sample questionnaire design, information on conducting a survey, and analysis of data to help readers compile their own survey of customer satisfaction.

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Specification

Title: Customer Satisfaction Measurement for ISO 9000: 2000
Publisher: Routledge
Author: Nigel Hill , Bill Self , Greg Roche
Edition: Paperback
Language: English
ISBN: 0750655135
EAN: 9780750655132
No. of Units: 1
No. of Pages: 176
Publish Date: 2001-12-26
Binding: Paperback

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