Managing the Customer Satisfaction Process
SKU:
$299.00
$197.00
$197.00
Managing the Customer Satisfaction Process presents an organized, systematic method of identifying, measuring, managing, and monitoring customer requirements and satisfaction to improve profits and beat the competition. It equips you with the tools you need to carry out the improvement process in your company.
Course Objective:
Learn methods for identifying, measuring, and managing customers’ needs to improve satisfaction and profitability.
Learn how to:
Course Objective:
Learn methods for identifying, measuring, and managing customers’ needs to improve satisfaction and profitability.
Learn how to:
- Identify customer requirements and expectations for quality and satisfaction
- Assess and measure critical customer needs, market segmentation, competitive structure, and employee perceptions
About This Course:....ix
How to Take This Course:....xi
Pre-test:....xiii
1 Introduction:....1
Customer Satisfaction
What Is a Customer
What Is Customer Satisfaction?
The Customer Satisfaction Management Process
Objectives
Discovery
Critical Needs Assessment
Action Planning
Product, Service, and Organization Improvement
Ongoing Measurement and Monitoring
Summary of the Process
Recap
Review Questions
2 Setting Objectives:....15
Objectives Provide Focus
Objectives, Business Strategy, and Structure
Education and Ownership
Turf Issues
Facilitating Development of Objectives
Brainstorming to Identify Objectives
Rules for Conducting a Brainstorming Session
Organization of a Brainstorming Session
Recap
Review Questions
3 Discovering What Is Important:....25
Overview of the Discovery Phase
Participants in the Discovery Process
Company Personnel
Customer Interviews
The Written Report
Using Affinity Diagrams to Organize Attributes for Measurement
Constructing the Diagram
Benefits of the Discovery Phase
Recap
Review Questions
4 Critical Needs Assessment:....39
Overview of Critical Needs Assessment
Measuring Relative Importance and Competitive Performance
Survey Design
Defining Your Customers
Questionnaire Design
Survey Administration: How Do You Reach Them?
Data Analysis
The Final Report and Presentation
Measuring Organizational Readiness to Improve
Typical Objectives
Design of the Employee Research Process
Survey Administration
Survey Timing
Research Results
Benefits of Critical Needs Assessment
Recap
Review Questions
5 Action Planning:....63
Overview of Action Planning
Quality Function Deployment
Defining QFD
Building the QFD Matrix
Benefits of the Action-Planning Process
Recap
Review Questions
6 Product, Service, and Organization Improvement:....87
Cross-functional Approach to Customer-driven Quality Improvement
The Condo of Quality
Importance Weight
Competitive Gap
Other Considerations
Data Users' Workshop
Building Process Improvement Teams
Process Analysis Techniques
Establish Process Ownership
Confirm Process Relevance to Customer
Define Process Boundaries
Identify Key Process Inputs and Suppliers
Identify Key Process Outputs and Customers
Identify Process Activities and Work Flow
Construct a Process Flow Chart
Define and Establish Requirements and Measurements
Examine Employee and Internal Quality Requirements
Validate Process Improvement
Monitoring and Feedback
Satisfying a Chain of Customers
Recap
Review Questions
7 Ongoing Measurement and Monitoring:....99
Reasons for Conducting Ongoing Measurement and Monitoring
Measurement Considerations
Sampling Revisited
Interview Modality
Interview Content
Ongoing Measurement Results
Performance Over Time
Effectiveness of Actions
Customer Satisfaction Index
Benefits of Ongoing Measurement
Monitoring Emerging Issues
Communication of Results
Recap
Review Questions
Appendix: Summary of the Customer Satisfaction Management Process:....109
Bibliography:....119
Post-test:....121
Index:....127
How to Take This Course:....xi
Pre-test:....xiii
1 Introduction:....1
Customer Satisfaction
What Is a Customer
What Is Customer Satisfaction?
The Customer Satisfaction Management Process
Objectives
Discovery
Critical Needs Assessment
Action Planning
Product, Service, and Organization Improvement
Ongoing Measurement and Monitoring
Summary of the Process
Recap
Review Questions
2 Setting Objectives:....15
Objectives Provide Focus
Objectives, Business Strategy, and Structure
Education and Ownership
Turf Issues
Facilitating Development of Objectives
Brainstorming to Identify Objectives
Rules for Conducting a Brainstorming Session
Organization of a Brainstorming Session
Recap
Review Questions
3 Discovering What Is Important:....25
Overview of the Discovery Phase
Participants in the Discovery Process
Company Personnel
Customer Interviews
The Written Report
Using Affinity Diagrams to Organize Attributes for Measurement
Constructing the Diagram
Benefits of the Discovery Phase
Recap
Review Questions
4 Critical Needs Assessment:....39
Overview of Critical Needs Assessment
Measuring Relative Importance and Competitive Performance
Survey Design
Defining Your Customers
Questionnaire Design
Survey Administration: How Do You Reach Them?
Data Analysis
The Final Report and Presentation
Measuring Organizational Readiness to Improve
Typical Objectives
Design of the Employee Research Process
Survey Administration
Survey Timing
Research Results
Benefits of Critical Needs Assessment
Recap
Review Questions
5 Action Planning:....63
Overview of Action Planning
Quality Function Deployment
Defining QFD
Building the QFD Matrix
Benefits of the Action-Planning Process
Recap
Review Questions
6 Product, Service, and Organization Improvement:....87
Cross-functional Approach to Customer-driven Quality Improvement
The Condo of Quality
Importance Weight
Competitive Gap
Other Considerations
Data Users' Workshop
Building Process Improvement Teams
Process Analysis Techniques
Establish Process Ownership
Confirm Process Relevance to Customer
Define Process Boundaries
Identify Key Process Inputs and Suppliers
Identify Key Process Outputs and Customers
Identify Process Activities and Work Flow
Construct a Process Flow Chart
Define and Establish Requirements and Measurements
Examine Employee and Internal Quality Requirements
Validate Process Improvement
Monitoring and Feedback
Satisfying a Chain of Customers
Recap
Review Questions
7 Ongoing Measurement and Monitoring:....99
Reasons for Conducting Ongoing Measurement and Monitoring
Measurement Considerations
Sampling Revisited
Interview Modality
Interview Content
Ongoing Measurement Results
Performance Over Time
Effectiveness of Actions
Customer Satisfaction Index
Benefits of Ongoing Measurement
Monitoring Emerging Issues
Communication of Results
Recap
Review Questions
Appendix: Summary of the Customer Satisfaction Management Process:....109
Bibliography:....119
Post-test:....121
Index:....127