Customer Satisfaction Measurement for ISO 9001- 2001: A Practitioner's Guide for Process Improvement & Certification

by Terry G. Vavra

Recent changes to the ISO 9001:2000 international standards require that organizations must have an effective method of measuring customer satisfaction to achieve ISO certification. In addition to... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0873895002
• ISBN13: 9780873895002
• Release Date: June 2001
• Publisher: ASQ Quality Press
• Length: 307 Pages
• Weight: 1.80 lbs.

Customer Reviews

Great Book Great Service

I read the book review pages on line and contrary to the mixed reviews I bought it. The book is great. The company I work for is in initial stages of becoming ISO 9000 Compliant. I have be given the task of developing the Customer Satisfaction Measurement process. We are a large Consulting Company with over 600 Associates signed up and in our Expert Database. This book is proving to be excellent. The book was received within a few days of being ordered using standard book rate. The book was purchase as "Used" but I do not think it was ever opened.

A major key to ISO 9001:2000 certification

There is a single sentence in the new ISO 9001:2000 requirements that makes this book essential: "Customer perception, as to whether customer requirements have been met, shall be monitored". This book's sole purpose is to provide you with ISO 9001-friendly techniques for meeting the requirements in that sentence. The author provides a clear, 7-step process for tackling that daunting task:(1) Identify your customers.(2) Identify their requirements. (Maps to ISO requirements 5.2, 7.2.1).(3) Determine what you're going to measure, and how.(4) Measure satisfaction based on step 3. (Maps to ISO requirement 8.2.1).(5) Analyze the data. (Maps to ISO requirement 8.4).(6) Report the results.(7) Communicate the results and employ continuous improvement methods. This complies with the change from the 1994 version in that continual improvement is now required, where it was only implied in the 1994 version.What makes this book so valuable is that it reduces the complexities for meeting each of the requirements using the process to a series of steps in each process stage. Each chapter contains a summary of the goals, then gives step-by-step procedures needed to attain the goals, and identifies the deliverables that must be produced. This sounds simple on the surface. In reality implementing customer satisfaction requirements management, measurement and continuous improvement is a complex undertaking that not only touches virtually all parts of an enterprise, but also mandates a change in corporate culture. Additional value in the form of worksheets and checklists covered in the appendices (and provided in electronic format on the CD ROM) make this book absolutely essential to any company that is pursuing certification (or are re certifying under the 2000 version). Additional features of this book include: the author's extensive experience in customer satisfaction management is condensed into this reasonably short book, the book layout makes it easy to follow and find information, and the straightforward manner in which necessary information is presented. This is the only book, to the best of my knowledge, that solely focuses on this aspect of ISO 9001:2000. Fortunately, it covers all of the essentials and leads you step-by-step through the process of meeting this important set of requirements. I personally believe that it's the key to getting certified under the 2000 requirements because of the scope and magnitude of effort that is required to comply with a seemingly innocuous requirement that can be a major barrier to achieving certification.