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[rare PDF] BIP 2005:2003 (IMS). Management of Customer Satisfaction. (Integrated

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Post time 2011-8-27 17:19:08 | Show all posts |Read mode

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[rare PDF] BIP 2005:2003
(IMS). Management of Customer Satisfaction. (Integrated Management Systems Series)

                               
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This book helps you understand the theory and practice of customer satisfaction and how it can be embodied into an integrated management system (IMS). Every organization, whether a private business or a public authority, recognizes the need to give satisfaction to its customers. In spite of the vital importance of the subject, few organizations have in place an adequate system for its management.

The IMS series of books offers practical guidance and advice on integrating the systems operating within an organization. The IMS series provides a framework into which additional systems can be incorporated.

Contents of the IMS book on managaing customer satisfaction include:
Introduction  
Initial status review
Policy and its development
Identification of processes
Planning in detail
Implementation and operation
Performance assessment
Improvement
Management review
Appendices
IMS framework
Common elements of management systems and the IMS framework
An example of a customer satisfaction policy
Process mapping
Evaluating customer satisfaction
Outline plan of a complaints management system (BS 8600:1999)
Outline model for a simple manual
Performance assessment checklists
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Post time 2017-10-10 03:14:53 | Show all posts
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need
Post time 2017-11-14 03:56:32 | Show all posts
Here
http://boxue58.com/thread-581259-1-1.html

Please note, the thread title should read: IMS: Customer Satisfaction
However, the document is correct.
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