CUSTOMER SATISFACTION MEASUREMENT FOR ISO 9000: 2000 by Bill Self, Greg Roche, Nigel Hill (Editor) ( 9780750655132 )

Item Details

Title:

CUSTOMER SATISFACTION MEASUREMENT FOR ISO 9000: 2000

By:

Bill Self, Greg Roche, Nigel Hill (Editor)

Format:

Paperback

List price:

£56.99

Our price:

£51.29

Discount:

10% off

You save:

£5.70

ISBN 10:

0750655135

ISBN 13:

9780750655132

Availability:

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Stock:

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Publisher:

TAYLOR & FRANCIS LTD

Pub. date:

11 December, 2001

Pages:

160

Description:

The ISO 9000 quality management standard requires that registered companies measure customer satisfaction. This book explains 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.

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.

Illustrations:

1, black & white illustrations

Publication:

Imprint:

Butterworth-Heinemann Ltd

Returns:

Returnable

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CUSTOMER SATISFACTION MEASUREMENT FOR ISO 9000: 2000