Quality Assurance in a Service Information Company


Quam, Neil H.   (1986, ASQC)   A.C. Nielsen Company, Northbrook, IL

40th Annual Quality Congress, May 1986, Anaheim, CA    Vol. 40    No. 0
QICID: 3152    May 1986    pp. 16-23
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Member $5.00

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Article Abstract

The Marketing Research Group of the A.C. Nielsen Company has been collecting, tabulating, projecting, reporting and analyzing consumer market data for over half a century. Started in 1934 as a retail sales tracking service for manufacturer's of consumer products, the company has since grown to six major business groups with over 125 services worldwide. On September 1, 1984, the A.C. Nielsen Company was merged with Dun & Bradstreet Corporation to form what many now consider to be the preeminent business information and service company in the world.To attain this enviable record of sustained growth, the Market Research Group of A.C. Nielsen has relied heavily on its ability to provide quality market information and its reputation of helping clients market their products more profitably. Traditional methods of quality control have been utilized to ensure this quality with emphasis placed on sound procedural foundations and inspection, detection and correction. Regular comprehensive reviews of our process have not been a part of our overall approach to quality. Reviews when they have occurred were usually in response to pressing client issues, advances in technology or changes in service/product design. Reviews of the various segments within the process have been and still are the responsibility of the appropriate department. This approach toquality has served it's purpose quite successfully over the years, however, in this "age of information" data is becoming increasingly more voluminous, time constraints more critical and reliance on computer hardware and software more pronounced. A quality attainment effort with emphasis on a reactive approach is totally insufficient. A proactive quality assurance effort built on prevention is what we are after.



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