Измерение удовлетворенности потребителя по стандарту ИСО 9000:2000

Annotation 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. Specifically addresses the new customer satisfaction measurement requirement of ISO 9001: 2000 for the first time. Concise, clear and easy to read, guiding the reader smoothly through the process of customer satisfaction measurement. Includes a sample questionnaire design, information on conducting a survey, and analysis of data to help readers compile their own survey of customer satisfaction ISO 9001:2000 has placed customers at the heart of a quality management system whose objective is continual improvement in customer satisfaction.