What people are saying - Write a review
We haven't found any reviews in the usual places.
An Overview of the Customer Satisfaction System
8 other sections not shown
affinity group benchmarking better casual comment cards cause-and-effect diagram Chapter common cause variation competition complaints concept consider consistent control charts customer base customer focused customer needs Customer Satisfaction System customer wants customer-contact customer's needs defined Deming Deming's determine developed discussion drive Edwards Deming effective efforts elements employees evaluate external feel Figure focus groups ideas Identify important attributes improve customer satisfaction Improve the processes Improvement Process insights internal customer Kano Model look manufacturers meet methods negative non-customers objective operational definitions opportunities optimize organization Pareto Chart performed person pizza priorities problem product or service products and services quality attribute Quality Function Deployment questions Recovery Strategies requires residual customers responses satisfy serve service providers simply situation special cause special cause variation specific Statistical Process Control step techniques tell things tion tomers understand variation