||Managing the Customer Satisfaction Process
||J. Stephen Sarazen, James M. Salter II
||American Management Association
|Field Of Study:
|Purchase This Course
Managing the Customer
Satisfaction Process presents an organized, systematic method
of identifying, measuring, managing, and monitoring customer requirements
and satisfaction to improve profits and beat the competition. It equips
you with the tools you need to carry out the improvement process in your
Learn methods for identifying, measuring, and managing customers needs to improve satisfaction and profitability.
Learn how to:
- Identify customer requirements and expectations for quality and satisfaction
- Assess and measure critical customer needs, market segmentation, competitive
structure, and employee perceptions
About This Course:
As one course among many offered in our curriculum, Managing
the Customer Satisfaction Process has been designed specifically for the
practicing manager and the future manager. It provides private, self-paced,
individualized study, learning and self-evaluation through in-text exercises,
and communication between the student and our staff of instructors through a
pre-test and a post test. Paralleling a business school course of study, our
curriculum makes available a stable, inclusive, and continuing transmittal of
practices and. perspectives to those working managers who, on their own time and
at their own pace, want to continue their education.
J. Stephen Sarazen is president and founder of EXL Group of
Bedford New Hampshire. EXL is a quality management services company that assists
organizations in various aspects of strategic planning and implementation of
quality at every level. EXL Group's clients include many Fortune 500 companies,
as well as small businesses, school districts, non-profit organizations, and
Mr. Sarazen is recognized as a leader in the practical
applications of basic process improvement and planning tools. His ability to
simplify what many in the quality field tend to overcomplicate has gained high
praise from clients and audiences throughout North America and the Pacific Rim.
His hands-on experience in various environments has helped to hone this skill.
Prior to founding EXL Group, Mr. Sarazen held senior management positions with
several large and small companies in the areas of manufacturing, quality
engineering, finance, customer relations, distribution, and union leadership.
James M. Salter II is vice president and director of the Quality
Management Division of Total Research Corporation, Princeton, New Jersey. He is
responsible for leading the firm's worldwide customer satisfaction management
practice. Mr. Salter received a bachelor of Arts degree and a Juris Doctor
degree from the University of Missouri.
Since joining Total Research Corporation in 1987, Mr. Salter has
incorporated the firm's proprietary and traditional advanced statistical
analysis technologies into process-based customer satisfaction measurement and
management techhniques to drive continuous process improvement and total quality
management. The resulting metrics provide a significant customer focus to the
concepts of quality gurus such as Crosby, Deming, Juran, and Feigenbaum, as well
as to the awarding of the Malcolm Baldrige National Quality Award.
The publisher wishes to thank Mr. Stan Gage, Quality Program
Manager at Hewlett Packard, and Ms. Jennifer Conway, of GTE Electrical Products,
for their help in reviewing the content of this course
Table Of Contents
How To Take This Course
Finance For Managers