Simplified Customer Satisfaction Measurement: ISO 9001:2000 Certification Guide

Author: Terri Vavra [USA] China Quality Association Excellence Training Center
Publisher:
Publish Date: 2003-09-01
Features: This book is a practical manual for professionals engaged in customer satisfaction measurement. It primarily introduces how to identify customer needs, how to measure customer satisfaction, how to infer customer satisfaction from data analysis results, how to write survey reports, and how to motivate the organization for continuous improvement to enhance customer satisfaction. The book is arranged in a logical chronological order, describing the various stages and steps of customer satisfaction surveys in development and implementation, with strong practicality and operability.
About the Author: Dr. Terri Vavra is the President of MarketingMetrics, a marketing consulting firm specializing in the measurement and improvement of customer satisfaction and customer retention. Its clients include Bentley Motors, Mercedes-Benz USA, Morgan Stanley, Motorola, and Toys‘R’Us, among others. Vavra’s other works include The Customer Delight Principle, After Marketing, and Improving Your Customer Satisfaction Measurement. Today, he is a highly respected figure in the field of customer satisfaction and customer retention research.
Table of Contents:
Preface to the Chinese Translation 1
Preface to the Chinese Translation 2
Introduction
ISO Standards
The Evolution of ISO 9000 Standards
Writing Conventions
Book Structure
Organization of Chapters
Acknowledgments (Omitted)
Preparation, Determination, Implementation!
Part 1: What Are Your Customer’s Requirements?
Chapter 1: Understanding What Customer Satisfaction Measurement Is and Its Role in ISO 9001:2000
Chapter 2: Identifying Your Customers
Chapter 3: Identifying Customer Requirements
Part 2: Design and Implementation: How to Measure Customer Satisfaction?
Chapter 4: Deciding When, What, and How to Measure
Chapter 5: Measuring Satisfaction
Part 3: Inference: How to Analyze the Data You’ve Collected?
Chapter 6: Data Analysis
Part 4: Presentation: How to Report Your Findings?
Chapter 7: Reporting Results
Part 5: Development: How to Drive Continuous Improvement?
Chapter 8: Closing the Loop: Communicating Results
Appendix
Appendix A: Workload
Appendix B: Questionnaires
Appendix C: Recommended References
Afterword