Take action on customer satisfaction
Article Abstract:
The best way to determine performance levels and improvement needs is to use multiple techniques to measure customer satisfaction. The four common measurement techniques are, satisfactory-only, gap analysis, the importance-satisfaction model and the multiplicative approach. An analysis on each of these, is presented.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 2005
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Using statistics to improve satisfaction
Article Abstract:
The importance of statistical methods like Kruskal-Wallis analysis, which can be used to estimate variance of customer satisfaction, is emphasized.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 2007
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Four steps to ensure measurement data quality
Article Abstract:
Four strategies for maintaining validity and accuracy of measured data, are presented.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 2006
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