Questions from Total Quality Management

Q: What specific issues of customer focus are addressed in the ISO 9000

What specific issues of customer focus are addressed in the ISO 9000 framework?

Q: What are customer contact requirements? Provide some examples different from those

What are customer contact requirements? Provide some examples different from those in the book.

Q: Why should a company make it easy for customers to complain?

Why should a company make it easy for customers to complain? Describe the features of an effective complaint management process.

Q: List the key factors that should be included in a good service

List the key factors that should be included in a good service recovery.

Q: Why are strategic partnerships and alliances useful to an organization?

Why are strategic partnerships and alliances useful to an organization?

Q: How can customer relationship management (CRM) software help organizations develop

How can customer relationship management (CRM) software help organizations develop and improve a focus on customers?

Q: Why should an organization measure customer satisfaction? Describe the key steps

Why should an organization measure customer satisfaction? Describe the key steps that must be addressed in designing customer satisfaction surveys.

Q: What types of questions should be included in customer satisfaction surveys?

What types of questions should be included in customer satisfaction surveys?

Q: How might your school use the gap model in Figure 3.

How might your school use the gap model in Figure 3.5? Figure 3.5:

Q: Explain the concept of importance-performance analysis and its benefit to

Explain the concept of importance-performance analysis and its benefit to an organization.