The Baldrige Award: one step in Xerox's quest for excellence
Article Abstract:
Xerox has continuously pursued total customer satisfaction through quality improvement since winning the Malcolm Baldrige National Quality Award in 1989. Several initiatives have been developed to achieve company objectives and foster customer relationships. The company's total satisfaction guarantee on a three-year planning process called Xerox 2000 aims to ensure the company's future success by focusing on strategies in increasing employee empowerment and facilitating decision-making processes.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 1997
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Is your satisfaction survey creating dissatisfied customers?: Tips for improving your survey response rate while still pleasing your customers
Article Abstract:
The survey is an important communication tool, and it is imperative that a customers service measurement (CSM) is undertaken with more consideration and follow-through than a traditional one-shot marketing research survey. It is also important to offer respondents some incentive for their efforts and to acknowledge the cooperation of responding customers.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 1997
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What do customers value?
Article Abstract:
Issues concerning customer satisfaction requirements for organizations are discussed. In particular the development of correct customer focused performance metrics is examined.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 2001
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