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Customer Satisfaction Measurement Simplified: A Step-by-Step Guide for ISO 9001:2000 Certification

Average customer rating:

Tries too much and achieves too little
A major key to ISO 9001:2000 certification

Customer Satisfaction Measurement Simplified: A Step-by-Step Guide for ISO 9001:2000 Certification
Terry G. Vavra
Manufacturer: ASQ Quality Press
ProductGroup: Book
Binding: Hardcover

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Qualifying Textbooks - Spring 2007 | Stores | Books

Measuring Customer Satisfaction: Development and Use of Questionnaires
Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs
Principles of Quality Costs: Principles, Implementation, and Use
Measuring Customer Satisfaction (A Fifty-Minute Series Book)
Practical Experiment Designs : for Engineers and Scientists, 3rd Edition

ASIN: 0873895002

Book Description

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 maintaining thorough documentation of each process, these organizations must also measure the effectiveness of that process, along with the consequences for the customers. Customer Satisfaction Measurement Simplified is the first book on the market specifically written to assist on attaining this requirement. Using graphics, charts, and real data with examples drawn from the author's own experiences, Customer Satisfaction Measurement Simplified will guide you through the process of implementing a customer satisfaction measurement process to help your organization meet ISO 9001 certification.

Customer Reviews:

Tries too much and achieves too little.......2002-07-16

This book's premise seems simple enough. The 2000 ISO:9000 standards differ from previous ISO:9000 standards in that they require a greater focus on the customer. Companies going for certification need to demonstrate that they have systems in place for identifying customer needs, measuring the extent to which those needs are being met, and making improvements where necessary. At first glance, this book appears to be an attempt to help companies qualify for certification by explaining how to measure customer satisfaction in a way that satisfies the standard.

In an apparent attempt at simplification, the implicit assumption is made that the reader knows nothing about ISO standards or customer satisfaction measurement. Since customer satisfaction measurement relies on an understanding of research methods and statistics, there seems to be a similar assumption that the reader might not know anything about those either. And that's the crux of the problem. ISO standards, customer satisfaction, research methods and statistics are all big topics in their own right and deserving of at least a full book's worth of explanation.

I'm not sure that any single book could do justice to all of those topics simultaneously, but I know this one does not. I suspect that the amount of detail included would overwhelm a person who truly didn't know anything about any of those topics before picking it up. On the other hand, the book does not provide enough detail to be useful to those who do have knowledge of at least some of the topics. Also, the fact that so much is included would make it easy to lose the forest among the trees. For example, the section on reporting results is longer than the section on identifying customer requirements, but of course if you've done a bad job on the latter, the former is a waste of time.

To make matters worse, the book is cluttered with boxes and lists named things like `step-by-step' and `checkpoints.' These are interspersed throughout the text, and while they may have been an attempt at clarity or simplicity, the result is just the opposite. They make the book seem even more disjointed.

If you just want to know about measuring customer satisfaction, you would be much better off buying the book with that title by James H. Myers. If part of your reason for wanting to know about measuring customer satisfaction is to put systems in place to meet the ISO standard, you would be better off buying the Myers book plus one of the more recent general books about the ISO standards (since customer focus was one of the major changes to the standards, all new ISO books discuss this issue).

A major key to ISO 9001:2000 certification.......2002-04-22

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).

Book Description

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.

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