Customer satisfaction measurement simplified: a step-by-step guide for ISO 9001:2000 certification
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Milwaukee, Wis.
ASQ Quality Press
2002
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XX, 307 S. graph. Darst. 1 CD-ROM (12 cm) |
| ISBN: | 0873895002 |
Internformat
MARC
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| 245 | 1 | 0 | |a Customer satisfaction measurement simplified |b a step-by-step guide for ISO 9001:2000 certification |c Terry G. Vavra |
| 264 | 1 | |a Milwaukee, Wis. |b ASQ Quality Press |c 2002 | |
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| 650 | 7 | |a Cuestionarios |2 lemb | |
| 650 | 7 | |a Preferencia de los consumidores - Métodos estadísticos |2 lemb | |
| 650 | 4 | |a Consumer satisfaction |x Statistical methods | |
| 650 | 4 | |a ISO 9001 Standard |v Handbooks, manuals, etc | |
| 650 | 4 | |a Questionnaires | |
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Datensatz im Suchindex
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|---|---|
| adam_text | Table of Contents
Introduction xiii
The ISO Standards xiii
The Evolution of ISO xv
Writing Conventions xv
Organization of This Book xvi
Organization of the Chapters xvi
My Appreciation xvii
Ready, Set, Go! xviii
Part I Discovery •••••
What Are Your Customers Requirements?
Chapter One Understanding Customer
Satisfaction Measurement and Its Role in the
ANSI/ISO/ASQ Q9001 2000 Standard 3
Step by Step: The Issues 4
So What s the Purpose? 4
Step 1.1 Defining Customer Satisfaction 4
The Fast Growing Ubiquity of Customer Satisfaction 6
Step 1.2 The Philosophical Reasons for Maximizing
Customer Satisfaction 7
Step 1.3 The Economic Reasons for Committing to
Customer Satisfaction 10
Step 1.4 The Certificatory Reasons for Measuring
Customer Satisfaction 14
Step 1.5 The Required Documentation and Auditable Items . 17
Step by Step: The Answers 19
Chapter 1 Deliverables 21
Step 1.6 An ANSI/ISO/ASQ Q9001 2000 Primer 21
Step 1.7 The Theoretical Side of Satisfaction 24
Chapter Two Identifying Your Customers 27
The Consequences of Not Knowing Your Customers 27
Step by Step: The Issues 28
Step 2.1 Recognize the Different Types of Customers
You May Have 29
Step 2.2 Locate Sources for Your Customers Names 31
Step 2.3 With the Understanding That You Have Multiple
Customers, Which Ones Will You Survey? 32
Step 2.4 What Database Software Will You Use? 36
Step 2.5 What You Need to Know about Your Customers ... 38
Step 2.6 Store Your Customers Identities and Contact
Information in the Database 40
Step 2.7 Decide Whether You Will Interview a Sample
of Your Customers or Conduct a Census 41
Step 2.8 Determine the Appropriate Sampling Method
(If You ll Be Sampling) 43
Step 2.9 Determine How Many Customers Should Be
in Your Sample 44
Step 2.10 Practical Methods for Drawing Your Sample .... 45
Step 2.11 Anticipating and Accommodating Your
Customers Response Rate 47
A Closing Observation 48
Step by Step: The Answers 49
Chapter 2 Deliverables 51
Toolkit 52
Chapter Three Identifying Customer Requirements 59
For an Understanding of Customer Needs, Ask Customers . . 60
Step by Step: The Issues 61
Step 3.1 Understand Requirements 63
Step 3.2 Generate Issues 64
Step 3.3 Confirm and Classify Your Issues 68
Step 3.4 Select Your Core Issues 70
Step 3.5 Commit to Ongoing Monitoring 75
Step by Step: The Answers 78
Chapter 3 Deliverables 79
Toolkit 79
Part II Design and Deployment •••••
How Should You Measure Your Customers Satisfaction?
Chapter Four Deciding When, What, and How to Measure . . 89
A Basic Research Primer 89
Form and Process Are Everything 92
Step by Step: The Issues 94
Step 4.1 Specify a Measurement Objective and Identify
the Performance Criteria You 11 Use 94
Step 4.2 Prioritize the Many Issues You ve Identified
for Administration in Your Questionnaire 97
Step 4.3 When and How Frequently Should You Interview
Your Customers? 102
Step 4.4 How Will You Distribute Your Questionnaire
(and How Will Responses Be Returned to You)? 106
Step 4.5 Position Your Survey to Maximize Cooperation
and Response Rates 109
Step 4.6 Create Your Reporting Process 113
Step 4.7 Determine Whether You ll Institute a Response
Process to Solve Troubled Customers Problems 114
Step 4.8 Identify How (and Where) You ll Enter Your
Data for Analysis 116
Step 4.9 Determine How You Will Conduct Your Program .. 122
Step by Step: The Answers 123
Chapter 4 Deliverables 125
Chapter Five Measuring Satisfaction 127
Using This Chapter 127
The Basic Questionnaire: Critical Components of a
Customer Satisfaction Questionnaire 128
Sample Questionnaires 131
Step by Step: The Issues 133
Learning More about Asking Questions 134
Step 5.1 The Two Levels of Questionnaire Building 134
Macro Level Issues 135
Step 5.2 Decide on a Questionnaire Structure and
Its Contents 136
Step 5.3 Routing—Establish Branching and Skip Patterns .. 139
Step 5.4 Questionnaire Instructions 140
Micro Level Issues 143
Step 5.5 What Kind of Information Are You Collecting? ... 143
Step 5.6 Select a Question Type 145
Step 5.7 Response Mechanisms 147
Step 5.8 Assign Response Codes 155
Step 5.9 Pretest Your Questionnaire 161
Step by Step: The Answers 162
Chapter 5 Deliverables 164
Part III Deduction •••••
How Will You Analyze the Information You Collect?
Chapter Six Analyzing Your Data 167
A Likely Sequence 167
Step by Step: The Issues 168
Step 6.1 Types of Analyses for Numerical Data 169
Step 6.2 Descriptive Statistics: Summarizing
Your Results 172
Step 6.3 Analytical Strategies to Help Interpret
Your Results 178
Reporting Your Organization s Performance 184
Step 6.4 The Internal Analysis Perspective 184
Step 6.5 The External Analysis Perspective 188
Step 6.6 Test the Significance of Change Scores, Goal
Gaps, and Competitive Gaps 189
Step 6.7 Composite Satisfaction Scores 191
Correlation Analysis 196
Introduction to Cross Tabs 197
Advanced Numerical Data Analysis 200
Step 6.8 Types of Analyses for Verbal Data 201
Step by Step: The Answers 203
Chapter 6 Deliverables 205
Toolkit: Creating a Cross Tabulation of Your Results 206
Part IV Discourse •••••
How Will You Report Your Findings?
Chapter Seven Reporting Your Results 215
Step By Step: The Issues 216
Step 7.1 Basics of Written Reports 216
Step 7.2 Basics of Visual Reports 221
Determining Importance 224
Step 7.3 Implicit Methods of Key Driver Determination . . . 224
Step 7.4 Explicit Methods of Key Driver Determination ... 228
Step 7.5 Techniques for Graphing Your Results 232
Step 7.6 Graph Your Internal Analyses 232
Step 7.7 Graph Your External Analyses 240
Step 7.8 A Help to Prioritize Improvement: The Quadrant
Chart 241
Step by Step: The Answers 244
Chapter 7 Deliverables 247
Part V Development •••••
How Will You Stimulate Continual Improvement?
Chapter Eight Closing the Loop: Communicating
Your Results 251
Step By Step: The Issues 252
Step 8.1 Own and Disseminate Your Information 253
Step 8.2 Build Respect and Trust for CSM Information .... 256
Your Three Audiences 260
Step 8.3 Reports to Management and Employees 262
Step 8.4 Reports to Customers 263
Step 8.5 Organize for Improvement 269
Step 8.6 Interpreting Customers
Evaluations ... a Warning 270
Step 8.7 Quality Function Deployment Grid 270
Step by Step: The Answers 274
Chapter 8 Deliverables 276
Appendix A Worksheets 277
Appendix B Questionnaires 283
Appendix C Recommended Resources 295
Works Cited 297
Index 301
|
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| indexdate | 2024-07-09T19:59:43Z |
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| spelling | Vavra, Terry G. Verfasser aut Customer satisfaction measurement simplified a step-by-step guide for ISO 9001:2000 certification Terry G. Vavra Milwaukee, Wis. ASQ Quality Press 2002 XX, 307 S. graph. Darst. 1 CD-ROM (12 cm) txt rdacontent n rdamedia nc rdacarrier ISO 9001: 2000 (DE-588)4696369-8 gnd rswk-swf Consumidores - Métodos estadísticos lemb Cuestionarios lemb Preferencia de los consumidores - Métodos estadísticos lemb Consumer satisfaction Statistical methods ISO 9001 Standard Handbooks, manuals, etc Questionnaires Kundenforschung (DE-588)4418979-5 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 s Kundenforschung (DE-588)4418979-5 s Qualitätsmanagement (DE-588)4219057-5 s ISO 9001: 2000 (DE-588)4696369-8 u b DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=012873907&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Vavra, Terry G. Customer satisfaction measurement simplified a step-by-step guide for ISO 9001:2000 certification ISO 9001: 2000 (DE-588)4696369-8 gnd Consumidores - Métodos estadísticos lemb Cuestionarios lemb Preferencia de los consumidores - Métodos estadísticos lemb Consumer satisfaction Statistical methods ISO 9001 Standard Handbooks, manuals, etc Questionnaires Kundenforschung (DE-588)4418979-5 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
| subject_GND | (DE-588)4696369-8 (DE-588)4418979-5 (DE-588)4129147-5 (DE-588)4219057-5 |
| title | Customer satisfaction measurement simplified a step-by-step guide for ISO 9001:2000 certification |
| title_auth | Customer satisfaction measurement simplified a step-by-step guide for ISO 9001:2000 certification |
| title_exact_search | Customer satisfaction measurement simplified a step-by-step guide for ISO 9001:2000 certification |
| title_full | Customer satisfaction measurement simplified a step-by-step guide for ISO 9001:2000 certification Terry G. Vavra |
| title_fullStr | Customer satisfaction measurement simplified a step-by-step guide for ISO 9001:2000 certification Terry G. Vavra |
| title_full_unstemmed | Customer satisfaction measurement simplified a step-by-step guide for ISO 9001:2000 certification Terry G. Vavra |
| title_short | Customer satisfaction measurement simplified |
| title_sort | customer satisfaction measurement simplified a step by step guide for iso 9001 2000 certification |
| title_sub | a step-by-step guide for ISO 9001:2000 certification |
| topic | ISO 9001: 2000 (DE-588)4696369-8 gnd Consumidores - Métodos estadísticos lemb Cuestionarios lemb Preferencia de los consumidores - Métodos estadísticos lemb Consumer satisfaction Statistical methods ISO 9001 Standard Handbooks, manuals, etc Questionnaires Kundenforschung (DE-588)4418979-5 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
| topic_facet | ISO 9001: 2000 Consumidores - Métodos estadísticos Cuestionarios Preferencia de los consumidores - Métodos estadísticos Consumer satisfaction Statistical methods ISO 9001 Standard Handbooks, manuals, etc Questionnaires Kundenforschung Verbraucherzufriedenheit Qualitätsmanagement |
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