Customer Satisfaction Measurement for ISO 9000

Name: Customer Satisfaction Measurement for ISO 9000
Brand: Taylor & Francis Ltd
Price: 113.75 AUD
Availability: BackOrder

2000

By: Bill Self

Write A Review

Paperback | 11 December 2001 | Edition Number 1

At a Glance

Paperback
160 Pages

Dimensions(cm)
23.4 x 15.6 x 0.64

Paperback

RRP $124.00

$113.75

or 4 interest-free payments of $28.44 with

Available for Backorder. We will order this from our supplier however there isn't a current ETA.

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.

Industry Reviews

'This book attempts to redefine the importance of the customer in terms of how their input can be used proactively and creatively for quality improvement...I found the book as a whole an easy, interesting read, being logically structured and well presented.....with the worked examples and commentary proving thought-provoking, uncomplicated and well structured.' Quality World, July 2002

'This book explains in a clear and simple way how to conduct a professional customer satisfaction survey that will produce reliable results - as well as being consistent with ISO 9001:2000. Not only is each step of the customer satisfaction measurement process explained sequentially, each step is also linked to appropriate clauses in the ISO 9001:2000 statement.' Quality World, March 2002

Shipping

	Standard Shipping	Express Shipping
Metro postcodes:	$9.99	$14.95
Regional postcodes:	$9.99	$14.95
Rural postcodes:	$9.99	$14.95

Orders over $79.00 qualify for free shipping.

How to return your order

At Booktopia, we offer hassle-free returns in accordance with our returns policy. If you wish to return an item, please get in touch with Booktopia Customer Care.

Additional postage charges may be applicable.