Customer satisfaction measurement simplified : a step-by-step guide for ISO 9001:2000 certification /
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| Author / Creator: | Vavra, Terry G. |
|---|---|
| Imprint: | Milwaukee, Wis. : ASQ Quality Press, c2002. |
| Description: | xx, 307 p. : ill. ; 24 cm. + 1 computer optical disk (4 3/4 in.) |
| Language: | English |
| Subject: | |
| Format: | E-Resource Print Book |
| URL for this record: | http://pi.lib.uchicago.edu/1001/cat/bib/4668849 |
Table of Contents:
- Introduction
- The ISO Standards
- The Evolution of ISO
- Writing Conventions
- Organization of This Book
- Organization of the Chapters
- My Appreciation
- Ready, Set, Go!
- Part I. Discovery: What Are Your Customers' Requirements?
- Chapter 1. Understanding Customer Satisfaction Measurement and Its Role in the ANSI/ISO/ASQ Q9001-2000 Standard
- Step-by-Step: The Issues
- So What's the Purpose?
- Step 1.1. Defining Customer Satisfaction
- The Fast-Growing Ubiquity of Customer Satisfaction
- Step 1.2. The Philosophical Reasons for Maximizing Customer Satisfaction
- Step 1.3. The Economic Reasons for Committing to Customer Satisfaction
- Step 1.4. The Certificatory Reasons for Measuring Customer Satisfaction
- Step 1.5. The Required Documentation and Auditable Items
- Step-by-Step: The Answers
- Chapter 1 Deliverables
- Step 1.6. An ANSI/ISO/ASQ Q9001-2000 Primer
- Step 1.7. The Theoretical Side of Satisfaction
- Chapter 2. Identifying Your Customers
- The Consequences of Not Knowing Your Customers
- Step-by-Step: The Issues
- Step 2.1. Recognize the Different Types of Customers You May Have
- Step 2.2. Locate Sources for Your Customers' Names
- Step 2.3. With the Understanding That You Have Multiple Customers, Which Ones Will You Survey?
- Step 2.4. What Database Software Will You Use?
- Step 2.5. What You Need to Know about Your Customers
- Step 2.6. Store Your Customers' Identities and Contact Information in the Database
- Step 2.7. Decide Whether You Will Interview a Sample of Your Customers or Conduct a Census
- Step 2.8. Determine the Appropriate Sampling Method (If You'll Be Sampling)
- Step 2.9. Determine How Many Customers Should Be in Your Sample
- Step 2.10. Practical Methods for Drawing Your Sample
- Step 2.11. Anticipating and Accommodating Your Customers' Response Rate
- A Closing Observation
- Step-by-Step: The Answers
- Chapter 2 Deliverables
- Toolkit
- Chapter 3. Identifying Customer Requirements
- For an Understanding of Customer Needs, Ask Customers
- Step-by-Step: The Issues
- Step 3.1. Understand Requirements
- Step 3.2. Generate Issues
- Step 3.3. Confirm and Classify Your Issues
- Step 3.4. Select Your Core Issues
- Step 3.5. Commit to Ongoing Monitoring
- Step-by-Step: The Answers
- Chapter 3 Deliverables
- Toolkit
- Part II. Design and Deployment: How Should You Measure Your Customers' Satisfaction?
- Chapter 4. Deciding When, What, and How to Measure
- A Basic Research Primer
- Form and Process Are Everything
- Step-by-Step: The Issues
- Step 4.1. Specify a Measurement Objective and Identify the Performance Criteria You'll Use
- Step 4.2. Prioritize the Many Issues You've Identified for Administration in Your Questionnaire
- Step 4.3. When and How Frequently Should You Interview Your Customers?
- Step 4.4. How Will You Distribute Your Questionnaire (and How Will Responses Be Returned to You)?
- Step 4.5. Position Your Survey to Maximize Cooperation and Response Rates
- Step 4.6. Create Your Reporting Process
- Step 4.7. Determine Whether You'll Institute a Response Process to Solve Troubled Customers' Problems
- Step 4.8. Identify How (and Where) You'll Enter Your Data for Analysis
- Step 4.9. Determine How You Will Conduct Your Program
- Step-by-Step: The Answers
- Chapter 4 Deliverables
- Chapter 5. Measuring Satisfaction
- Using This Chapter
- The Basic Questionnaire: Critical Components of a Customer Satisfaction Questionnaire
- Sample Questionnaires
- Step-by-Step: The Issues
- Learning More about Asking Questions
- Step 5.1. The Two Levels of Questionnaire Building
- Macro-Level Issues
- Step 5.2. Decide on a Questionnaire Structure and Its Contents
- Step 5.3. Routing--Establish Branching and Skip Patterns
- Step 5.4. Questionnaire Instructions
- Micro-Level Issues
- Step 5.5. What Kind of Information Are You Collecting?
- Step 5.6. Select a Question Type
- Step 5.7. Response Mechanisms
- Step 5.8. Assign Response Codes
- Step 5.9. Pretest Your Questionnaire
- Step-by-Step: The Answers
- Chapter 5 Deliverables
- Part III. Deduction: How Will You Analyze the Information You Collect?
- Chapter 6. Analyzing Your Data
- A Likely Sequence
- Step-by-Step: The Issues
- Step 6.1. Types of Analyses for Numerical Data
- Step 6.2. Descriptive Statistics: Summarizing Your Results
- Step 6.3. Analytical Strategies to Help Interpret Your Results
- Reporting Your Organization's Performance
- Step 6.4. The Internal Analysis Perspective
- Step 6.5. The External Analysis Perspective
- Step 6.6. Test the Significance of Change Scores, Goal Gaps, and Competitive Gaps
- Step 6.7. Composite Satisfaction Scores
- Correlation Analysis
- Introduction to Cross-Tabs
- Advanced Numerical Data Analysis
- Step 6.8. Types of Analyses for Verbal Data
- Step-by-Step: The Answers
- Chapter 6 Deliverables
- Toolkit: Creating a Cross-Tabulation of Your Results
- Part IV. Discourse: How Will You Report Your Findings?
- Chapter 7. Reporting Your Results
- Step-By-Step: The Issues
- Step 7.1. Basics of Written Reports
- Step 7.2. Basics of Visual Reports
- Determining Importance
- Step 7.3. Implicit Methods of Key Driver Determination
- Step 7.4. Explicit Methods of Key Driver Determination
- Step 7.5. Techniques for Graphing Your Results
- Step 7.6. Graph Your Internal Analyses
- Step 7.7. Graph Your External Analyses
- Step 7.8. A Help to Prioritize Improvement: The Quadrant Chart
- Step-by-Step: The Answers
- Chapter 7 Deliverables
- Part V. Development: How Will You Stimulate Continual Improvement?
- Chapter 8. Closing the Loop: Communicating Your Results
- Step-By-Step: The Issues
- Step 8.1. Own and Disseminate Your Information
- Step 8.2. Build Respect and Trust for CSM Information
- Your Three Audiences
- Step 8.3. Reports to Management and Employees
- Step 8.4. Reports to Customers
- Step 8.5. Organize for Improvement
- Step 8.6. Interpreting Customers' Evaluations ... a Warning
- Step 8.7. Quality Function Deployment Grid
- Step-by-Step: The Answers
- Chapter 8 Deliverables
- Appendix A. Worksheets
- Appendix B. Questionnaires
- Appendix C. Recommended Resources
- Works Cited
- Index
