Measuring and managing customer satisfaction : going for the gold /
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| 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 |
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.