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 company.

Course Objective:

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 associations.

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

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