Customer Satisfaction and Quality

John Garside

Chapter 7 in Plan to Win, 1998, pp 199-224 from Palgrave Macmillan

Abstract: Abstract The four fundamental business processes need some staff support operating across the different business areas, directing and integrating activities. One of these roles is customer satisfaction and quality; it is a role not widely employed by companies, but provides the remit for ensuring that regular customer contact is maintained at senior management level. It seeks to understand the customer’s perception of how the company is performing as a supplier. It also has the authority within the business to instigate any corrective actions needed to resolve customer problems and has responsibility for ensuring the necessary quality systems are fully-developed and relentlessly followed by everybody associated with providing products and services. This is an extremely broad role, normally assigned the responsibility of an experienced senior manager with a small team providing expertise to initiate and drive projects. The resources needed for implementation remain within the core business processes, to prevent establishing bureaucratic systems that would remove ownership from the managers responsible for delivering the operational objectives.

Keywords: Customer Satisfaction; Corrective Action; Customer Service; Statistical Process Control; Customer Perception (search for similar items in EconPapers)
Date: 1998
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DOI: 10.1057/9780230374898_7

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