论文部分内容阅读
GB/T19001-2000的8.2.1“顾客满意”规定:“作为对质量管理体系业绩的一种测量,组织应对顾客有关组织是否已满足其需求的感觉的信息进行监视,并确定获取和利用这种信息的方法。”顾客满意度测量是2000年版新标准提出的一项新要求。原来的94年版标准中没有如此明确的规定。如何实施顾客满意度测量,确定获取和利用这种信息的方法,各个贯彻2000年版标准的单位都作了不少研究和探索。从目前情况看,比较可行并得到广泛应用的是发放“顾客满意度调查表”的方式将获取的信息综合计算分析,得出顾
8.2.1 “Customer Satisfaction” of GB / T 19001-2000 states: “As a measure of the performance of a quality management system, the organization monitors information about the perception of the organization concerned that the customer has satisfied its needs and determines how it is acquired and utilized Method of information. ”Customer Satisfaction Measurement is a new requirement set forth in the new 2000 edition. The original 94-year version of the standard is not so clear. How to implement customer satisfaction measurement, to determine the methods of obtaining and utilizing such information, and to carry out the 2000 version of the standard units have made a lot of research and exploration. Judging from the current situation, more feasible and widely used is the issuance of “Customer Satisfaction Questionnaire” approach will be obtained by the comprehensive calculation and analysis, draw attention