QS-9000 customer satisfaction monitoring isn't working
Article Abstract:
Small and medium-sized manufacturing firms in the US are in some cases endangering their relationships with important customers by seeking to follow the requirements of the QS-9000 sub-element 4.1.6, according to a study by the Michigan Manufacturing Technology Center. It is important to monitor customers, but this process in itself will not bring useful results unless changes are made to the QS-9000 requirement. It is clear that measures of customer satisfaction must be more substantial if they are to make a contribution to the bottom line. Furthermore, methods of listening to customers must be improved.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 1999
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The Crawford Slip Method
Article Abstract:
The Crawford Slip Method is an efficient data gathering method wherein ideas presented by anonymous contributors are quickly condensed into a written summary. Developed in 1925 by C.C. Crawford, the method calls for carefully prepared targets or focus-questions to which participants answer on slips of paper following strict guidelines. Responses are then condensed in four steps where the slips are grouped into specific headings, eventually leading to the creation of an outline. Produced and edited, this final report allows a detailed and systematic presentation of the topic discussed.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 1992
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Survey for action, not satisfaction
Article Abstract:
Article discusses how companies can improve their customer satisfaction surveys by implementing a strategic customer driven action process (CAP). Accordingly, customer satisfaction is a result of the CAP, which asks customers what needs to be improved, rather than asking customers how happy they are with the past performance of an organization.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 2003
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