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

Process of the 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
Click the image for a bigger view in a new window (Documents within information flows only visible in our TQM Process Collections) Responsible roles
Quality Manager
Product Manager
Sales Manager
Organizational Manager
Customer
Performance indicators
KPIs of Customer Satisfaction

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TQM Processes of Customer Satisfaction in Detail

Main information flows and interfaces

You want more than know-how?

Please also visit our other portals for process-oriented management solutions