摘要
顾客满意是GB/T19001-2000质量管理体系的核心内容,通过对顾客满意特点和必要性的分析,提出了顾客满意度测量和监控的几种方法,并对如何利用测量和监控的结果进行了较为详尽的描述。
Customer satisfactory is the core content of GB/T19001-2000. Through the analysis of the customer satisfactory feature and necessity, this article has suggested some methods for the evaluation and monitor of customer satisfactory as well as how to evaluate and monitor.
出处
《电子质量》
2001年第7期131-135,共5页
Electronics Quality
关键词
顾客满意
顾客满意度
测量
监控
质量管理体系
customer satisfactory customer satisfactory degree evaluation and monitor