Customer Satisfaction Measurement for ISO 9001- 2001: A Practitioner's Guide for Process Improvement & Certification by Terry G. Vavra

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

Terry G. Vavra

307 pages • first pub 2001 (editions)

informative medium-paced
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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...

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