Measuring and managing customer satisfaction: going for the gold
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Milwaukee, Wis.
ASQC Quality Press
1996
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XII, 228 S. graph. Darst. |
| ISBN: | 0873893646 |
Staff View
MARC
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| adam_text | Contents
Preface vii
Part I The Customer Satisfaction System Plan 1
Chapter 1 Introduction to Going for the Gold 3
Chapter 2 Problems and Opportunities with Current
Customer Satisfaction Measurement 15
Chapter 3 The Treasure Map: Designing the Customer
Satisfaction System 35
Part II Selection and Use of Tools 57
Chapter 4 Selecting Your Tools 59
Chapter 5 Sharpening Your Tools 63
Chapter 6 Using the Tools: Efficient and Effective Digging 91
Part III Data Analysis: Synthesis and Beyond 101
Chapter 7 CSS Data Analysis: Sifting Out the Gold 103
Chapter 8 The Strategic Quality Planning Meeting:
Goldsmithing 113
Chapter 9 Celebrating Champions: Gold Medals 133
Part IV Tool Tip Section 139
Chapter 10 Tools for Gathering Data 141
Chapter 11 Tools for Designing, Analyzing,
and Synthesizing Data 183
Chapter 12 Tools for Using the Data 195
Summary 207
Tool Glossary 209
Bibliography 215
Index 217
v
|
| adam_txt |
Contents
Preface vii
Part I The Customer Satisfaction System Plan 1
Chapter 1 Introduction to Going for the Gold 3
Chapter 2 Problems and Opportunities with Current
Customer Satisfaction Measurement 15
Chapter 3 The Treasure Map: Designing the Customer
Satisfaction System 35
Part II Selection and Use of Tools 57
Chapter 4 Selecting Your Tools 59
Chapter 5 Sharpening Your Tools 63
Chapter 6 Using the Tools: Efficient and Effective Digging 91
Part III Data Analysis: Synthesis and Beyond 101
Chapter 7 CSS Data Analysis: Sifting Out the Gold 103
Chapter 8 The Strategic Quality Planning Meeting:
Goldsmithing 113
Chapter 9 Celebrating Champions: Gold Medals 133
Part IV Tool Tip Section 139
Chapter 10 Tools for Gathering Data 141
Chapter 11 Tools for Designing, Analyzing,
and Synthesizing Data 183
Chapter 12 Tools for Using the Data 195
Summary 207
Tool Glossary 209
Bibliography 215
Index 217
v |
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| isbn | 0873893646 |
| language | English |
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| physical | XII, 228 S. graph. Darst. |
| publishDate | 1996 |
| publishDateSearch | 1996 |
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| publisher | ASQC Quality Press |
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| spelling | Kessler, Sheila Verfasser aut Measuring and managing customer satisfaction going for the gold Sheila Kessler Milwaukee, Wis. ASQC Quality Press 1996 XII, 228 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Consumer satisfaction -- Evaluation Messung (DE-588)4038852-9 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 s Messung (DE-588)4038852-9 s DE-188 Kundenmanagement (DE-588)4236865-0 s HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016833747&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Kessler, Sheila Measuring and managing customer satisfaction going for the gold Consumer satisfaction -- Evaluation Messung (DE-588)4038852-9 gnd Kundenmanagement (DE-588)4236865-0 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| subject_GND | (DE-588)4038852-9 (DE-588)4236865-0 (DE-588)4129147-5 |
| title | Measuring and managing customer satisfaction going for the gold |
| title_auth | Measuring and managing customer satisfaction going for the gold |
| title_exact_search | Measuring and managing customer satisfaction going for the gold |
| title_exact_search_txtP | Measuring and managing customer satisfaction going for the gold |
| title_full | Measuring and managing customer satisfaction going for the gold Sheila Kessler |
| title_fullStr | Measuring and managing customer satisfaction going for the gold Sheila Kessler |
| title_full_unstemmed | Measuring and managing customer satisfaction going for the gold Sheila Kessler |
| title_short | Measuring and managing customer satisfaction |
| title_sort | measuring and managing customer satisfaction going for the gold |
| title_sub | going for the gold |
| topic | Consumer satisfaction -- Evaluation Messung (DE-588)4038852-9 gnd Kundenmanagement (DE-588)4236865-0 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| topic_facet | Consumer satisfaction -- Evaluation Messung Kundenmanagement Verbraucherzufriedenheit |
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