Customer Satisfaction Measurement Simplified: A Step-by-Step Guide for ISO 9001:2000 Certification

Changes to the ISO 9001:2000 international standards require that organizations must have an effective method of measuring customer satisfaction to achieve ISO certification. Customer Satisfaction Measurement Simplified is the first book on the market specifically written to assist attaining this requirement. Through the use of graphics, charts, real data and examples drawn from the author's own experiences, this book will guide you through the process of implementing a customer satisfaction measurement process to help your organization obtain ISO 9001 certification.Terry G. Vavra is the author of 'Customer Satisfaction Measurement Simplified: A Step-by-Step Guide for ISO 9001:2000 Certification', published 2001 under ISBN 9780873895002 and ISBN 0873895002.