Customer Satisfaction Measurement for ISO 9000: 2000
Customer Satisfaction Measurement for ISO 9000: 2000

Author: Bill Self

Publisher: Routledge

Published: 2007-08-15

Total Pages: 159

ISBN-13: 1136412433

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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.

Customer Satisfaction Measurement for ISO 9000: 2000
Customer Satisfaction Measurement for ISO 9000: 2000

Author: Bill Self

Publisher: Routledge

Published: 2007-08-15

Total Pages: 160

ISBN-13: 1136412425

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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.

Customer Satisfaction Measurement Simplified
Customer Satisfaction Measurement Simplified

Author: Terry G. Vavra

Publisher:

Published: 2002

Total Pages: 0

ISBN-13: 9780873895002

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Recent changes to the ISO 9001:2000 international standards require that organizations must have an effective method of measuring customer satisfaction to achieve ISO certification. In addition to maintaining thorough documentation of each process, these organizations must also measure the effectiveness of that process, along with the consequences for the customers. Customer Satisfaction Measurement Simplified is the first book on the market specifically written to assist on attaining this requirement. Using graphics, charts, and real data with examples drawn from the authores own experiences, Customer Satisfaction Measurement Simplified will guide you through the process of implementing a customer satisfaction measurement process to help your organization meet ISO 9001 certification. Use Customer Satisfaction Measurement to Improve Performance Intended to address the practical questions of quality and satisfaction professionals who need quick answers to specific issues, Customer Satisfaction Measurement Simplified is a concise guide that will show how to implement an efficient measurement system. Terry Vavra begins by demonstrating how to identify the requirements of the customer, then explains the best way to measure the level of satisfaction, and finally how to analyze and report the data collected. In this era of increased competition and globalized economies, businesses are striving to find any point of uniqueness to distinguish themselves from the competition. By effectively measuring customer satisfaction levels, organizations can demonstrate how they differentiate from the competition. Contains a bonus CD-ROM with additional information, charts and templates. Ahora disponible en espaol.

Implementing ISO 9000:2000
Implementing ISO 9000:2000

Author: Matt Seaver

Publisher: Gower Publishing, Ltd.

Published: 2001

Total Pages: 280

ISBN-13: 9780566083730

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This text is aimed at the busy manager or proprietor who needs to implement ISO 9001. It consists of a commentary against each clause of ISO 9004 (guidelines for performance improvements), explaining the practical benefits of implementing the guidance that is given in the standard.

ISO 9000: 2000: An A-Z Guide
ISO 9000: 2000: An A-Z Guide

Author: David Hoyle

Publisher: Routledge

Published: 2012-05-16

Total Pages: 169

ISBN-13: 1136391428

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ISO 9000 has undergone a radical revision, changing the focus from requirements born out of situations that experience had shown led to poor product quality to requirements born out of the need for all organizations to continually achieve their objectives and create satisfied customers. The language has changed from procedure to process and the intent is now more aligned to business needs. The concepts, terminology and techniques that pervade the ISO 9000 family of standards are explained. Learn how to apply such concepts as continual improvements, process management, corrective action and system audit. Understand six-sigma, the process approach and the principles of control and breakthrough. Learn how to manage the business processes, set objectives, identify processes, and write procedures. Discover what the standard means by customer focus, the systems approach, leadership and much more. Packed with information on over 220 terms, this guide: • Provides quick access to the salient concepts that underpin best practise. • Provides ISO definitions and alternative definitions for comparative purposes. • Identifies all the requirements and associated clauses where a particular term is used. • Provides guidance on application and interpretation with hints and tips to aid understanding. • Provides task lists for implementing methods and techniques. A book to pack in the brief case, a portable adviser that is ready to serve up answers when you’re stuck for words, deep in debate, challenged by an auditor or confronted by your boss.

Customer Satisfaction Toolkit for ISO 9001:2000
Customer Satisfaction Toolkit for ISO 9001:2000

Author: Sheila Kessler

Publisher:

Published: 2003

Total Pages: 0

ISBN-13: 9780873895590

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Customer-driven companies consistently demonstrate much better performance than other companies, showing a higher profit, increased employee growth, and greater returns on assets. In addition to these benefits to the bottom-line, companies are now required to have a solid customer satisfaction system in place to achieve ISO 9001:2000 certification. To help achieve this, best selling author and renowned customer satisfaction expert, Sheila Kessler has written this easy-to-use toolkit which provides the basic tools currently being used in customer satisfaction systems, and shows how they can be applied in meeting ISO 9001:2000 requirements. Customer Satisfaction Toolkit for ISO 9001:2000 is a complete reference that provides the specific and necessary information required to establish a solid customer satisfaction system. the book is well written and concise, containing the tools and techniques needed to meet the requirements of the customer satisfaction section of ISO 9000:2000. Customer Satisfaction Toolkit for ISO 9001:2000 is especially beneficially for small to mid-sized companies, as well as those who are just getting started in establishing a customer satisfaction system.

ISO 9000 Quality Systems Handbook-updated for the ISO 9001: 2015 standard
ISO 9000 Quality Systems Handbook-updated for the ISO 9001: 2015 standard

Author: David Hoyle

Publisher: Routledge

Published: 2017-07-06

Total Pages: 1096

ISBN-13: 1317282272

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Completely revised to align with ISO 9001:2015, this handbook has been the bible for users of ?ISO 9001 since 1994, helping organizations get certified and increase the quality of their outputs. Whether you are an experienced professional, a novice, or a quality management student or researcher, this is a crucial addition to your bookshelf. The various ways in which requirements are interpreted and applied are discussed using published definitions, reasoned arguments and practical examples.? Packed with insights into how the standard has been used, misused and misunderstood, ISO 9000 Quality Systems Handbook will help you to decide if ISO 9001 certification is right for your company and will gently guide you through the terminology, requirements and implementation of practices to enhance performance. Matched to the revised structure of the 2015 standard, with clause numbers included for ease of reference, the book also includes: Graphics and text boxes to illustrate concepts, and points of contention; Explanations between the differences of the 2008 and 2015 versions of ISO 9001; Examples of misconceptions, inconsistencies and other anomalies; Solutions provided for manufacturing and service sectors. This new edition includes substantially more guidance for students, instructors and managers in the service sector, as well as those working with small businesses. Don’t waste time trying to achieve certification without this tried and trusted guide to improving your business – let David Hoyle lead you towards a better way of thinking about quality and its management and see the difference it can make to your processes and profits!

Handbook of Research on E-Learning Standards and Interoperability: Frameworks and Issues
Handbook of Research on E-Learning Standards and Interoperability: Frameworks and Issues

Author: Lazarinis, Fotis

Publisher: IGI Global

Published: 2010-08-31

Total Pages: 632

ISBN-13: 1616927909

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Handbook of Research on E-Learning Standards and Interoperability: Frameworks and Issues promotes the discussion of specific solutions for increasing the interoperability of standalone and Web-based educational tools. This book investigates issues arising from the deployment of learning standards and provides relevant theoretical frameworks and leading empirical research findings. Chapters presented in this work are suitable for practitioners and researchers in the area of educational technology with a focus on content reusability and interoperability.

ISO 9001:2000 For Small Businesses
ISO 9001:2000 For Small Businesses

Author: Ray Tricker

Publisher: Routledge

Published: 2005-04-18

Total Pages: 540

ISBN-13: 1136391282

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Four years into the current version of ISO 9001, the new edition of this essential book incorporates the hard-won experiences of working with the standard. This book, together with its accompanying free Quality Management System (QMS), contains all the information that small and medium enterprises need when developing a QMS for ISO 9001:2000 accreditation.