C2: Improving Customer Satisfaction by Leveraging Data Parameters and/or Descriptive Statistics- Jeff Bostow – (All)

This presentation provides a requisite tool kit for creating and displaying customer satisfaction data using data set parameters and descriptive statistics.  Data parameters and descriptive statistics specific to attribute (discrete) data will be defined along with a step-by-step demonstration illustrating how to conduct accurate data analysis using nothing more than a scientific calculator and a conference-provided note pad.  The intent of this session is to model how this methodology scientifically replicates the correct use of a basic statistical tool referred to as a “Frequency Distribution Chart” embraced by quality professionals worldwide.

Beyond the use of this statistical tool, conferees will also examine how the displayed data can be used to leverage/enhance customer satisfaction going forward by providing a basis for ongoing Plan-Do-Check-Act (PDCA) improvement cycles.