Providing customer satisfaction
Article Abstract:
Measuring customer satisfaction can help institutions improve business performance. Measurement categories should include client expectations, perceived quality and value, satisfaction, loyalty and complaints, and can be deployed in the form of a questionnaire. Careful, proper wording of the questionnaire and a sufficiently large client sample size are necessary.
Publication Name: Total Quality Management
Subject: Business, general
ISSN: 0954-4127
Year: 1998
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The use of hoshin kanri planning and deployment systems in the service sector: an exploration
Article Abstract:
The service sector is beginning to adopt policy planning and deployment to improve performance. This includes the hoshin kanri principles of prioritizing objectives, involving and participative protocols and systematic review. The principles allow an organization to incorporate individual input and align all work activities behind strategic objectives.
Publication Name: Total Quality Management
Subject: Business, general
ISSN: 0954-4127
Year: 1998
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