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What is Quality Measurement and Customer Satisfaction about?

1. The document discusses measurement of quality and customer satisfaction from the perspective of total quality management. It outlines a process involving 13 steps to analyze customer satisfaction, including determining relevant quality attributes, segmenting customers, designing questionnaires, and mapping importance versus satisfaction to identify strengths, weaknesses, opportunities, and threats. 2. A key part of the process is constructing "quality maps" that divide attributes based on average impor

Author

full sun

Language

EN