Availability: Customer satisfaction measurement simplified

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Bibliographic Details
Main Author:	Vavra, Terry G. (Author)
Format:	Book
Language:	English
Published:	Milwaukee, Wis. ASQ Quality Press 2002
Subjects:	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
Links:	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
Physical Description:	XX, 307 S. graph. Darst. 1 CD-ROM (12 cm)
ISBN:	0873895002

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Record in the Search Index

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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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discipline	Wirtschaftswissenschaften
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physical	XX, 307 S. graph. Darst. 1 CD-ROM (12 cm)
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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
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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
url	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
work_keys_str_mv	AT vavraterryg customersatisfactionmeasurementsimplifiedastepbystepguideforiso90012000certification

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