Improving your measurement of customer satisfaction : a guide to creating, conducting, analyzing, and reporting customer satiisfaction measurement programs / by Terry G. Vavra.
Tipo de material: TextoDetalles de publicación: Milwaukee, Wis. : ASQ Quality Press, 1997Descripción: xviii, 489 pISBN:- 0873894057
- 21 658.812
Tipo de ítem | Biblioteca actual | Signatura | Estado | Fecha de vencimiento | Código de barras |
---|---|---|---|---|---|
Libro | Biblioteca Manuel Belgrano | 658.812 V 56203 (Navegar estantería(Abre debajo)) | Disponible | 56203 |
Bibliografía: p. 465-476.
Preface -- A process model -- 1. The philosophy of customer satisfaction -- 2. Gaining access to customers -- 3. Satisfaction and the key measurement issues -- 4. Designing the questionnaire -- 5. The logistic of satisfaction data collection -- 6. The basic tools of CSM analysis -- 7. The basic graphical tools for CSM reporting -- 8. Advanced CSM analysis -- 9. Monitoring changes in performance -- 10. How to achieve buy-in of CSM results -- 11. Globalizing satisfaction measurement -- Appendix.
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