Measuring and managing customer satisfaction : going for the gold /

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Bibliographic Details
Author / Creator:Kessler, Sheila.
Imprint:Milwaukee, Wis. : ASQC Quality Press, c1996.
Description:xii, 228 p. : ill. ; 24 cm.
Language:English
Subject:
Format: Print Book
URL for this record:http://pi.lib.uchicago.edu/1001/cat/bib/4488045
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ISBN:0873893646 (alk. paper)
Notes:Includes bibliographical references (p. 215-216) and index.
Table of Contents:
  • Ch. 1. Introduction to Going for the Gold
  • Ch. 2. Problems and Opportunities with Current Customer Satisfaction Measurement
  • Ch. 3. The Treasure Map: Designing the Customer Satisfaction System
  • Ch. 4. Selecting Your Tools
  • Ch. 5. Sharpening Your Tools
  • Ch. 6. Using the Tools: Efficient and Effective Digging
  • Ch. 7. CSS Data Analysis: Sifting Out the Gold
  • Ch. 8. The Strategic Quality Planning Meeting: Goldsmithing
  • Ch. 9. Celebrating Champions: Gold Medals
  • Ch. 10. Tools for Gathering Data
  • Ch. 11. Tools for Designing, Analyzing, and Synthesizing Data
  • Ch. 12. Tools for Using the Data.