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.
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