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FREE Setup Charge! Save $55 when personalizing this item! 100% cotton crewneck short-sleeve T-shirt in black Our exclusive Customer Service Is An Attitude, Not Just A Department recognition design on the back Your personalization on front upper left chest Adult/Unisex Sizes: S-5XL Ready in 7 business days after art approval Each shirt is individually folded and polybagged with size sticker for easy distribution

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Now in its second edition, this best seller presents detailed information about how to construct, evaluate, and use questionnaires. New to this second edition is a chapter that includes two different methods of sampling and determining an appropriate sample size for reliable results. The author has updated the chapter on reliability and validity to cover more information about other forms of reliability. Also added is a chapter devoted to presenting examples on real customer satisfaction measures and how they can be used. Other topics include guidelines for developing questionnaires, scale development, the concept of quality, frequencies, sampling error, and two methods of determining important service or product characteristics as perceived by the customer. Benefits: Understand the scientific methodology used to construct questionnaires utilizing the author's systematic approach. Pinpoint and focus on the most relevant topics using the author's concise format of the concepts relating to measuring customer satisfaction. Study both the qualitative and quantitative aspects of questionnaire design and evaluation. Important scientific principles are presented in simple, understandable terms. A great resource for the Certified Quality Manager's exam! Contents: Introduction Determining Customer Requirements Reliability and Validity Customer Satisfaction Questionnaire Construction Sampling Methods Using Customer Satisfaction Questionnaires Examples of Customer Satisfaction Questionnaires Contains 12 appendices and more than 80 illustrations

The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty. Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept of quality; frequencies; sampling error; two methods of determining important service or product characteristics as perceived by the customer; discussion on the measurement and meaning of customer loyalty, and methods for loyalty-based management. Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspec

Auditing for effectiveness has always been an expectation of AS9101, but the reality is that most auditors focused in the past on process conformance to clause-based requirements without taking into account the process results. AS9101D has been revised to address performance in a manner never approached before and will challenge auditors to shift their auditing techniques to evaluate effectiveness of the system while placing a focus on customer satisfaction. This book is focused on internal auditing and guiding those professionals responsible for conducting implementation and setting up robust quality management systems that will withstand external audits against the AS9101D requirements. The book covers the history of the aerospace quality requirements, key changes to the AS9100C/AS9110/AS9120 standards, understanding audit trails, the readiness review and onsite audit, and corrective action and closeout activities. Kymal seeks to accomplish two overall goals in this book: first, to help aerospace organizations improve through effective audit practices, and second, to help auditors improve their overall auditing skills.

It is no longer enough to concentrate on customer satisfaction; companies must graduate to customer loyalty. This Management Briefing identifies the four stages of a company's evolution toward building lasting customer loyalty, and it summarizes the key management principles that must guide the transition. The book also provides a seven-step roadmap and audit to help readers: ** increase customer retention rates and convert one-time buyers into lifelong customers ** achieve a breakthrough profit improvement by concentrating on customer loyalty ** make employee empowerment real, not just a fad or slogan.

A holistic approach to harnessing a company's processes to achieve true customer satisfaction Every move that a corporation makes is a mixture of input, action, and output-in short, a process. To keep customers, employees, and shareholders happy, corporate management must juggle conflicting priorities. These competing priorities result in conflicting processes. To help achieve true customer satisfaction, manage-ment needs tools that allow for a holistic approach to analyzing these processes. This book provides that tool. It shows corporations how to analyze and enhance their critical processes in order to deliver the highest level of service to their internal and external customers. Providing a clear understanding of what process mapping can do for a company as well as practical applications for each step in process mapping, this useful guide outlines a proven method for assuring better processes and building a more customer-focused company.

Employees’ satisfaction and customers’ satisfaction are an area of interest for the management and leadership in all types of organization and companies, but more so in the service sector,because the core business is the customers, without customers there is no profit and the service sector experiences has a shortage of customer satisfaction and lack of employees’ satisfaction.This quantitative study investigated the relationship between the employees' satisfaction and customers' satisfaction in the Islamic and conventional banks of United Arab Emirates.No previous study has founded on any of Islamic banks and conventional banks in UAE.A survey undertaken of 308 employees and 301 of customers and the relation of different variables with employees’ satisfaction and customers’ satisfaction researched.The results showed employees at Islamic banks are more satisfied with work more than conventional banks, moreover, employees of Islamic banks stated that the most three factors satisfy them are communication with staff, work environment and appreciation. In addition to, employees at Islamic banks are looking for more benefits, increasing number of the staff and better team of management.

FREE Setup Charge! Save $35 when personalizing this item! 100% cotton comfort, unisex styling Crewneck, short sleeve black t-shirt; Sizes S-4XL Available with our Customer Service recognition design on back and your personalization on the front upper left chest Each shirt is individually folded and polybagged with size sticker for easy distribution

FREE Setup Charge! Save $35 when personalizing this item! Unisex, crewneck styling with short sleeves Cotton blend gray t-shirt; Sizes S-4XL Available with our Customer Service appreciation design on back and your personalization on the front upper left chest Each shirt is individually folded and polybagged with size sticker for easy distribution

FREE Setup Charge! Save $35 when personalizing this item! 100% cotton comfort, unisex styling Crewneck, short sleeve black t-shirt; Sizes S-4XL Available with our Customer Service design on back and your personalization on the front upper left chest Each shirt is individually folded and polybagged with size sticker for easy distribution

FREE Silkscreen Setup Charge! Save $35 when personalizing this item! Unisex styling, crewneck, short sleeves 100% cotton T-shirt in navy Exclusive Customer Service Team (Heart Word Cloud) design on back AND your screenprinted personalization on front upper left chest Adult/Unisex Sizes: S-5XL Each shirt is individually folded and polybagged with size sticker for easy distribution Ready to ship in 7 business days after art approval

FREE Setup Charge! Save $35 when personalizing this item! 100% cotton comfort, unisex styling Crewneck, short sleeve t-shirt in royal blue; Sizes S-4XL Available with our Customer Service appreciation design on back and your personalization on the front upper left chest Each shirt is individually folded and polybagged with size sticker for easy distribution

FREE Setup Charge! Save $35 when personalizing this item! 100% cotton comfort, unisex styling Crewneck, short sleeve red t-shirt; Sizes S-4XL Available with our Customer Service recognition design on back and your personalization on the front upper left chest Each shirt is individually folded and polybagged with size sticker for easy distribution

FREE Silkscreen Setup Charge! Save $35 when personalizing this item! Unisex styling, crewneck, short sleeves 100% cotton T-shirt in navy Exclusive Customer Service Anagram design on back AND your screenprinted personalization on front upper left chest Adult/Unisex Sizes: S-5XL Each shirt is individually folded and polybagged with size sticker for easy distribution Ready to ship in 7 business days after art approval

FREE Setup Charge! Save $35 when personalizing this item! 100% cotton comfort, unisex styling Crewneck, short sleeve navy t-shirt; Sizes S-4XL Available with our Customer Service appreciation design on back and your personalization on the front upper left chest Each shirt is individually folded and polybagged with size sticker for easy distribution