DD ISO/TS 10004:2010
Superseded
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
Quality management. Customer satisfaction. Guidelines for monitoring and measuring
Hardcopy , PDF
01-31-2013
English
09-30-2010
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Concept of customer satisfaction
5 Framework for monitoring and measuring customer
satisfaction
6 Planning for monitoring and measuring customer
satisfaction
7 Monitoring and measuring customer satisfaction
activities
8 Maintenance and improvement of monitoring and
measurement processes
Annex A (normative) - Conceptual model of customer
satisfaction
Annex B (normative) - Identification of customer
expectations
Annex C (normative) - Direct measurement of customer
satisfaction
Annex D (normative) - Analysis of customer satisfaction
data
Annex E (normative) - Using customer satisfaction
Bibliography
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