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Course Title: Managing the Customer Satisfaction Process
Author: J. Stephen Sarazen, James M. Salter II
Provider: American Management Association
Price: $79.95
CEU Credits: 1
Level: Intermediate
Field Of Study: N/A
Prerequisites: None
Purchase This Course

About This Course:....ix
How to Take This Course:....xi
Pre-test:....xiii

1 Introduction:....1
Customer Satisfaction
    What Is a Customer
    What Is Customer Satisfaction?
The Customer Satisfaction Management Process
    Objectives
    Discovery
    Critical Needs Assessment
    Action Planning
    Product, Service, and Organization Improvement
    Ongoing Measurement and Monitoring
    Summary of the Process
Recap
Review Questions

2 Setting Objectives:....15
Objectives Provide Focus
    Objectives, Business Strategy, and Structure
    Education and Ownership
    Turf Issues
Facilitating Development of Objectives
    Brainstorming to Identify Objectives
    Rules for Conducting a Brainstorming Session
    Organization of a Brainstorming Session
Recap
Review Questions

3 Discovering What Is Important:....25
Overview of the Discovery Phase
Participants in the Discovery Process
    Company Personnel
    Customer Interviews
The Written Report
Using Affinity Diagrams to Organize Attributes for Measurement
    Constructing the Diagram
Benefits of the Discovery Phase
Recap
Review Questions

4 Critical Needs Assessment:....39
Overview of Critical Needs Assessment
Measuring Relative Importance and Competitive Performance
    Survey Design
    Defining Your Customers
    Questionnaire Design
    Survey Administration: How Do You Reach Them?
    Data Analysis
    The Final Report and Presentation
Measuring Organizational Readiness to Improve
    Typical Objectives
    Design of the Employee Research Process
    Survey Administration
    Survey Timing
    Research Results
Benefits of Critical Needs Assessment
Recap
Review Questions

5 Action Planning:....63
Overview of Action Planning
Quality Function Deployment
    Defining QFD
    Building the QFD Matrix
Benefits of the Action-Planning Process
Recap
Review Questions

6 Product, Service, and Organization Improvement:....87
Cross-functional Approach to Customer-driven Quality Improvement
The Condo of Quality
    Importance Weight
    Competitive Gap
    Other Considerations
Data Users' Workshop
Building Process Improvement Teams
Process Analysis Techniques
    Establish Process Ownership
    Confirm Process Relevance to Customer
    Define Process Boundaries
    Identify Key Process Inputs and Suppliers
    Identify Key Process Outputs and Customers
    Identify Process Activities and Work Flow
    Construct a Process Flow Chart
    Define and Establish Requirements and Measurements
    Examine Employee and Internal Quality Requirements
    Validate Process Improvement
    Monitoring and Feedback
Satisfying a Chain of Customers
Recap
Review Questions

7 Ongoing Measurement and Monitoring:....99
Reasons for Conducting Ongoing Measurement and Monitoring
Measurement Considerations
    Sampling Revisited
    Interview Modality
    Interview Content
Ongoing Measurement Results
    Performance Over Time
    Effectiveness of Actions
    Customer Satisfaction Index
    Benefits of Ongoing Measurement
Monitoring Emerging Issues
Communication of Results
Recap
Review Questions
 

Appendix: Summary of the Customer Satisfaction Management Process:....109
Bibliography:....119
Post-test:....121
Index:....127




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