Customer Satisfaction Measurement for ISO 9000: 2000 PDF Download
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Author: Bill Self
Publisher: Routledge
ISBN: 1136412425
Category : Business & Economics
Languages : en
Pages : 160
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Book 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.
Author: Bill Self
Publisher: Routledge
ISBN: 1136412425
Category : Business & Economics
Languages : en
Pages : 160
Get Book Here
Book 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.
Author: Bill Self
Publisher: Routledge
ISBN: 1136412433
Category : Business & Economics
Languages : en
Pages : 159
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Book 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.
Author: Terry G. Vavra
Publisher:
ISBN: 9780873895002
Category : Consommateurs
Languages : en
Pages : 0
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Book Description
Recent changes to the ISO 9001:2000 international standards require that organizations must have an effective method of measuring customer satisfaction to achieve ISO certification. In addition to maintaining thorough documentation of each process, these organizations must also measure the effectiveness of that process, along with the consequences for the customers. Customer Satisfaction Measurement Simplified is the first book on the market specifically written to assist on attaining this requirement. Using graphics, charts, and real data with examples drawn from the authores own experiences, Customer Satisfaction Measurement Simplified will guide you through the process of implementing a customer satisfaction measurement process to help your organization meet ISO 9001 certification. Use Customer Satisfaction Measurement to Improve Performance Intended to address the practical questions of quality and satisfaction professionals who need quick answers to specific issues, Customer Satisfaction Measurement Simplified is a concise guide that will show how to implement an efficient measurement system. Terry Vavra begins by demonstrating how to identify the requirements of the customer, then explains the best way to measure the level of satisfaction, and finally how to analyze and report the data collected. In this era of increased competition and globalized economies, businesses are striving to find any point of uniqueness to distinguish themselves from the competition. By effectively measuring customer satisfaction levels, organizations can demonstrate how they differentiate from the competition. Contains a bonus CD-ROM with additional information, charts and templates. Ahora disponible en espaol.
Author: Nigel Hill
Publisher: Taylor & Francis
ISBN: 1351930052
Category : Business & Economics
Languages : en
Pages : 161
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Book Description
The success of your business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book will help you reach that goal. Written by three leading practitioners, this fully revised second edition of How to Measure Customer Satisfaction is a highly practical guide to developing and running an effective customer satisfaction measurement (CSM) programme. To be effective, a CSM programme must first of all produce accurate measures - this book takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization, the second key requirement for its long-term success. Importantly this new edition now includes a new section on electronic surveys, which are much more prominent now than when the book was first published in 1999. Finally, the relationship between customer satisfaction and concepts such as loyalty and delight are explored. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!
Author: Ron Basu
Publisher: CRC Press
ISBN: 1000647951
Category : Business & Economics
Languages : en
Pages : 692
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Book Description
This book is a hands-on single-source reference of tools, techniques, and processes integrating both Lean and Six Sigma. This comprehensive handbook provides up-to-date guidance on how to use these tools and processes in different settings, such as start-up companies and stalled projects, as well as establish enterprises where the ongoing drive is to improve processes, profitability, and long-term growth. It contains the "hard" Six Sigma approach as well as the flexible approach of FIT SIGMA, which is adaptable to manufacturing and service industries and also public sector organisations. You will also discover how climate change initiatives can be accelerated to sustainable outcomes by the holistic approach of Green Six Sigma. The book is about what we can do now with leadership, training, and teamwork in every sphere of our businesses. Lean, originally developed by Toyota, is a set of processes and tools aimed at minimising wastes. Six Sigma provides a set of data-driven techniques to minimise defects and improve processes. Integrating these two approaches provides a comprehensive and proven approach that can transform an organisation. To make change happen, we need both digital tools and analog approaches. We know that there has been a continuous push to generate newer approaches to operational excellence, such as Total Quality Management, Six Sigma, Lean Sigma, Lean Six Sigma, and FIT SIGMA. It is vital that we harness all our tools and resources to regenerate the economy after the Covid-19 pandemic and make climate change initiatives successful for the survival of our planet. Six Sigma and its hybrids (e.g., Lean Six Sigma) should also play a significant part. Over the last three decades, operational performance levels of both public sector and private sector organisations improved significantly and Lean Six Sigma has also acted as a powerful change agent. We urgently need an updated version of these tools and approaches. The Green Six Sigma Handbook not only applies appropriate Lean and Six Sigma tools and approaches, fitness for the purpose, but it aims at sustainable changes. This goal of sustainability is a stable bridge between Lean Six Sigma and climate change initiatives. Hence, when the tools and approaches of Lean Six Sigma are focused and adapted primarily to climate change demands, we get Green Six Sigma.
Author: D.J. Hemanth
Publisher: IOS Press
ISBN: 1643683152
Category : Computers
Languages : en
Pages : 670
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Book Description
Recent developments in parallel computing for various fields of application are providing improved solutions for handling data. These newer, innovative ideas offer the technical support necessary to enhance intellectual decisions, while also dealing more efficiently with the huge volumes of data currently involved. This book presents the proceedings of ICAPTA 2022, the International Conference on Advances in Parallel Computing Technologies and Applications, hosted as a virtual conference from Bangalore, India, on 27 and 28 January 2022. The aim of the conference was to provide a forum for the sharing of knowledge about various aspects of parallel computing in communications systems and networking, including cloud and virtualization solutions, management technologies and vertical application areas. The conference also provided a premier platform for scientists, researchers, practitioners and academicians to present and discuss their most recent innovations, trends and concerns, as well as the practical challenges encountered in this field. More than 300 submissions were received for the conference, from which the 91 full-length papers presented here were accepted after review by a panel of subject experts. Topics covered include parallel computing in communication, machine learning intelligence for parallel computing and parallel computing for software services in theoretical and practical aspects. Providing an overview of recent developments in the field, the book will be of interest to all those whose work involves the use of parallel computing technologies.
Author: Ron Basu
Publisher: Routledge
ISBN: 1856175200
Category : Business & Economics
Languages : en
Pages : 368
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Book Description
A comprehensive, user-friendly and hands-on book that is a single source of reference of tools and techniques for all quality practitioners. It covers the basics of how to manage for consistently high quality and gives good coverage of both simple tools and advanced techniques which can be used in all businesses.
Author: Jose Arturo Garza-Reyes
Publisher: Taylor & Francis
ISBN: 1351642987
Category : Business & Economics
Languages : en
Pages : 213
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Book Description
This book is for directors, consultants, practitioners, and professionals aspiring to effectively manage operations, but is targeted at applying innovation to the management of operations, including supply chains. It is appropriate for those establishing a career in innovation and operations management. This book will: Equip readers with understanding of the nature of innovation, operations management concepts, business models, methods and tools; Explore best practices and most commonly used operations and innovation business models, methods, and tools used by successful organisations; Consider particular operational issues directly impact the competitiveness of organisations
Author: John S. Oakland
Publisher: Routledge
ISBN: 1317808428
Category : Business & Economics
Languages : en
Pages : 749
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Book Description
The notion of "Quality" in business performance has exploded since the publication of the first edition of this classic text in 1989. Today there is a plethora of performance improvement frameworks including Baldrige, EFQM, Lean, Six Sigma and ISO 9001, offering a potentially confusing variety of ways to achieve business excellence. Quality guru John Oakland’s famous TQM model, in many ways a precursor to these frameworks, has evolved to become the ultimate holistic overview of performance improvement strategy. Incorporating the frameworks that succeeded it, the revised model redefines Quality by: Accelerating change Reducing cost Protecting reputation Oakland’s popular, practical, jargon-free style, along with ten case studies eight of which are brand new, effortlessly ties the model to its real-life applications, making it easy to understand how to apply what you’ve learned to your practices and a achieve sustainable competitive advantage. Total Quality Management and Operational Excellence: Text with Cases (Fourth Edition) is supplemented for the first time with a suite of online teaching aids for busy tutors. This exciting update of a classic text is perfect for all students studying for professional qualifications in the management of quality, or those studying science, engineering or business and management who need to understand the part TQM may play in their subjects.
Author: Bernd W. Wenclawiak
Publisher: Springer
ISBN: 3662096218
Category : Science
Languages : en
Pages : 306
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Book Description
Quality Assurance in Chemical Measurement, an advanced EURACHEM textbook, provides in-depth but easy-to-understand coverage for training, teaching and continuing studies. The CD-ROM accompanying the book contains course materials produced by ten experienced specialists, including more than 750 overheads (graphics and text) in ready-to-use PowerPoint® documents in English and German language. The book will serve as an advanced textbook for analytical chemistry students and professionals in industry and service labs and as a reference text and source of course materials for lecturers. The second edition has been completely revised according to the newest legislation.
