Author: Terry G. Vavra
Recent changes to the ISO 9000 : 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 on attaining this requirement. Using graphics, charts, real data and examples drawn from the author's own experiences, Customer Satisfaction Measurement Simplified will guide you through the process of implementing a customer satisfaction measurement process to help your organization obtain ISO 9001 certification.
