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Customer Satisfaction Measurement for ISO 9000: 2000
Udgivet af Taylor & Francis Ltd
ISBN
9780750655132
Om denne bog
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 IS…
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Bogdetaljer
Forfatter
Bill Self, Greg Roche
Forlag
Taylor & Francis Ltd
Kategori
Produktionsstyring og kvalitetsledelse
ISBN-13
9780750655132
EAN
9780750655132
Format
Hæftet
Sprog
Engelsk
sider
160
Produktbeskrivelse
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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