TQM Wiki - Customer Satisfaction

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Customer Satisfaction

Best Practice according to ISO 9001

The customer satisfaction processes

record and monitor customer satisfaction
respond to customer feedback (positive and negative).

Customer Satisfaction is part of Improvement Processes.

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TQM Processes of Customer Satisfaction in Detail

QM Process Library		Expected Process Outcome

Customer Satisfaction Surveys		Customer satisfaction surveys including triggering necessary corrective actions executed

Customer Feedback Management		Targeted collection of and reaction to customer feedbacks including triggering necessary corrective actions performed

Monitoring of Customer Complaints		Permanent monitoring of pending customer complaints perfrormed
Main information flows and interfaces of Customer Satisfaction
Click the image for a bigger view in a new window (Documents within information flows only visible in our TQM Process Collections) Responsible roles of Customer Satisfaction

Quality Manager
Product Manager
Sales Manager
Organizational Manager
Customer

Performance indicators of Customer Satisfaction
KPIs of Customer Satisfaction

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