Quality Service Using Customer Research


Potocki, Kenneth A.; Saunders, David M.   (1988, ASQC)   The Johns Hopkins University, Laurel, MD; Arbor, Inc., Baltimore, MD

Annual Quality Congress, Dallas TX    Vol. 42    No. 0
QICID: 3427    May 1988    pp. 221-225
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Article Abstract

As part of an ongoing quality improvement process, a management team in an engineering design and fabrication facility conducted research on the perceptions and needs of its internal customers. A series of research questions were turned into an interview guide and structured interviews were conducted on a sample of the customer population. Data from each interview were compiled, categorized, and reported. Follow-up actions responding to the customer information were taken to improve the quality of services offered. The method and case study will be described.


Case study,Quality improvement (QI),Administration

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