Customer Satisfaction Measurement for ISO 9000: 2000

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.

Customer Satisfaction Measurement for ISO 9000:2000

Business & Money

Self, Bill

Roche, Greg

Management & Leadership

Routledge

<p>The 2007-2008 Kansas Jayhawks capped off one of the program's most storied seasons by winning its fifth national championship, and first in 20 years. The Jayhawks success in 2007-2008 has been credited to total team effort and the inspiring leadership of head coach Bill Self. During his relatively short head coaching career, Self has established himself as one of college basketball's best by leading Oral Roberts to new frontiers, guiding Tulsa to its best season in school history, turning Illinois into a Big Ten powerhouse and now taking Kansas from a perennially great program to the best in the nation. In Bill Self's first authorized book: BILL SELF: At Home in the Phog, Self and those who know him best offer an inside look at his journey into becoming one of the game's most respected and most sought-after coaches. Self explains how he is living a dream - not only is he a head coach, but he was selected to be the steward of what James Naismith and Phog Allen created. He describes the excitement of reaching the pinnacle - leading the Jayhawks to a national title. He gives minute-by-minute details of the contest that sent KU to the national title game. Self has achieved his dream of becoming a head coach. That much is evident. Even though he never dreamed of being the head coach at the University of Kansas, he did aspire to lead a college basketball team to greatness, which is exactly what he is doing. Self's journey proves that even though dreams may change, they can come true.</p>

Bill Self: At Home in the Phog

Sports & Outdoors

Rohde, John

Basketball

Ascend Books

<p>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.</p>

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