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ISO/TS 10004-2010 quality management -- customer satisfaction -- guidelines for monitoring and measuring

Standard Number:  ISO/TS 10004-2010
Title:  quality management -- customer satisfaction -- guidelines for monitoring and measuring
Language:  English
Publication Date:  2010/4/8
Execute Date:  2010/4/8
Revocatory Date:  2012/9/15
Status:  Withdrawn
Publisher:  International Organization for Standardization (ISO)
Price:  
Number of Pages:36  

Description:iso/ts 10004:2010 provides guidance in defining and implementing processes to monitor and measure customer satisfaction. iso/ts 10004:2010 is intended for use by organizations regardless of type, size or product provided. the focus of iso/ts 10004:2010 is on customers external to the organization.iso/ts 10004:2010 is not intended for certification or contractual purposes, nor is it intended to change any rights or obligations under applicable statutory or regulatory requirements.  
Catalog:Document Contents<" style="border-width:0;" />Document Contents
Scope
Normative references
Terms and definitions
Concept of customer satisfaction
Framework for monitoring and measuring customer satisfaction
Planning for monitoring and measuring customer satisfaction
Defining the purpose and objectives
Determining the scope and frequency
Determining implementation methods and responsibilities
Allocating resources
Monitoring and measuring customer satisfaction activities
General
Identifying customer expectations
Identifying the customers
Determining customer expectations
Gathering customer satisfaction data
Identifying and selecting characteristics related to custome
Indirect indicators of customer satisfaction
Direct measures of customer satisfaction
General
Selecting the method for gathering customer satisfaction dat
Selecting sample size and method of sampling
Developing the customer satisfaction questions
Collecting customer satisfaction data
Analysing customer satisfaction data
General
Preparing the data for analysis
Determining the method of analysis
Conducting the analysis
Validating the analysis
Reporting results and recommendations
Providing feedback for improvement
Monitoring customer satisfaction
General
Examining the customers selected and the data gathered
Examining customer satisfaction information
Monitoring actions taken to improve customer satisfaction
Assessing the effectiveness of actions taken
Maintenance and improvement of monitoring and measurement pr
  
File Format:  PDF(Acrobat Reader) or Word version doc Document
File Size:  388KB
Tile in English:  quality management -- customer satisfaction -- guidelines for monitoring and measuring

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