Customer Satisfaction Measurement for ISO 9000: 2000

Customer Satisfaction Measurement for ISO 9000: 000

Nigel Hill
Bill Self
Greg Roche
Oxford Auckland Boston Johannesburg Melbourne New Delhi
Butterworth-Heinemann
Linacre House, Jordan Hill, Oxford, OX2 8DP.
225 Wildwood Avenue,
Woburn, MA 01801-2041
A division of Reed Educational and Professional Publishing Ltd

A member of the Reed Elsevier plc group

First published 2002

Nigel Hill, Bill Self, Greg Roche 2002

All rights reserved. No part of this publication may be reproduced in any material form (including photocopying or storing in any medium by electronic means and whether or not transiently or incidentally to some other use of this publication) without the written permission of the copyright holder except in accordance with the provisions of the Copyright, Designs and Patents Act 1988 or under the terms of a licence issued by the Copyright Licensing Agency Ltd, 90 Tottenham Court Road, London, England W1P 9HE. Applications for the copyright holder's written permission to reproduce any part of this publication should be addressed to the publishers

British Library Cataloguing in Publication Data

A catalogue record for this book is available from the British Library

Library of Congress Cataloguing in Publication Data

A catalogue record for this book is available from the Library of Congress

ISBN 0 7506 5513 5

ISBN: 9780750655132

For information on all Butterworth-Heinemann publications visit our website at www.bh.com

Typeset at Replika Press Pvt Ltd, Delhi 110 040, India

Printed and bound in Great Britain.

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