Pub Date : 2019-08-08DOI: 10.1017/9781108553858.009
{"title":"Cross-Reading the Theses on Some Generic Questions","authors":"","doi":"10.1017/9781108553858.009","DOIUrl":"https://doi.org/10.1017/9781108553858.009","url":null,"abstract":"","PeriodicalId":20993,"journal":{"name":"Quality Management: Tools, Methods, and Standards","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2019-08-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"81260578","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-08-08DOI: 10.1017/9781108553858.010
{"title":"Studying the Tool in All Its Various States","authors":"","doi":"10.1017/9781108553858.010","DOIUrl":"https://doi.org/10.1017/9781108553858.010","url":null,"abstract":"","PeriodicalId":20993,"journal":{"name":"Quality Management: Tools, Methods, and Standards","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2019-08-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85442290","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-05-09DOI: 10.1108/978-1-78769-801-720191012
Mauro Coletto, Tommaso De Monte
Abstract This chapter aims at presenting the ISO 9000 standards and their crucial role in the regulation of the quality management process in a company. To achieve this goal not only have the standards been deeply scrutinized but also evidences of their importance and consequences of their application have been collected after a deep period of study and research. The chapter begins with a quick review of the standards history, followed by a consistent part that describes the process of standardization and who releases the certifications. The following part is devoted to the analysis of the structure of the standards and the principles in which their content is based. The chapter ends highlighting the areas influenced by the quality standards and the benefits that they bring to the companies. In conlusion, this section of the book is dedicated to a normative topic that is in continuous evolution and that influences a lot the quality management system.
{"title":"12. ISO 9000 Quality Standards","authors":"Mauro Coletto, Tommaso De Monte","doi":"10.1108/978-1-78769-801-720191012","DOIUrl":"https://doi.org/10.1108/978-1-78769-801-720191012","url":null,"abstract":"Abstract \u0000This chapter aims at presenting the ISO 9000 standards and their crucial role in the regulation of the quality management process in a company. To achieve this goal not only have the standards been deeply scrutinized but also evidences of their importance and consequences of their application have been collected after a deep period of study and research. \u0000 \u0000The chapter begins with a quick review of the standards history, followed by a consistent part that describes the process of standardization and who releases the certifications. The following part is devoted to the analysis of the structure of the standards and the principles in which their content is based. The chapter ends highlighting the areas influenced by the quality standards and the benefits that they bring to the companies. \u0000 \u0000In conlusion, this section of the book is dedicated to a normative topic that is in continuous evolution and that influences a lot the quality management system.","PeriodicalId":20993,"journal":{"name":"Quality Management: Tools, Methods, and Standards","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2019-05-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"81290339","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-05-09DOI: 10.1108/978-1-78769-801-720191007
M. Sartor
Customer satisfaction is a term used to explain how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as the number/percentage of customers whose experience with products/services exceeds identified satisfaction goals. This chapter explains how to develop customer satisfaction analyses (from the preliminary study to the analysis of the results) and some methods to represents the major findings.
{"title":"7. Customer Satisfaction Analyses","authors":"M. Sartor","doi":"10.1108/978-1-78769-801-720191007","DOIUrl":"https://doi.org/10.1108/978-1-78769-801-720191007","url":null,"abstract":"Customer satisfaction is a term used to explain how products and services supplied by a company meet or surpass customer expectation. \u0000 \u0000Customer satisfaction is defined as the number/percentage of customers whose experience with products/services exceeds identified satisfaction goals. \u0000 \u0000This chapter explains how to develop customer satisfaction analyses (from the preliminary study to the analysis of the results) and some methods to represents the major findings.","PeriodicalId":20993,"journal":{"name":"Quality Management: Tools, Methods, and Standards","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2019-05-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85784332","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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