Seller
Your price
£142.83
RRP: £175.00
Save £32.17 (18%)
Printed on Demand
Dispatched within 7-9 working days.
Customer Satisfaction Measurement for ISO 9000: 2000
By (author)
Bill Self
Genres:
Quality Assurance (QA) & Total Quality Management (TQM), Economics, Business & management, Management & management techniques, Production & quality control management
Trade or Institutional customer? Contact us about large order quotes.
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. New & Used
| Seller | Information | Condition | Price | |
|---|---|---|---|---|
 | - | New | £142.83 + FREE UK P & P |
What Reviewers Are Saying
'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
Quality World, July 2002
'This book explains in a clear and simple way how to conduct a professional
Quality World, March 2002