Business Opportunity Algorithm for ISO 9001: 2000 Customer Satisfaction Management Structure

摘要

Corporate sustained growth relies on the ability to continually generate profits, this in turn depends on their products meeting customers? needs and expectations. Generally, customer satisfaction is evidenced in the high rate of customer loyalty, good reputation, increase in market share, improvement of performance and reduction in complaints, etc. In contrast, the results of poor customer satisfaction include loss of customers, decrease in market share, deterioration of performance, poor reputation and increase in customer complaints, etc., which directly affects gross turnover and operating costs. Therefore, customer satisfaction has become an important operating goal to which enterprises have competed to make the commitment. Moreover, measuring and monitoring customer satisfaction has become an important research topic for enterprises. The operational concept based on customer satisfaction has been collected in 2000 edition of ISO 9001, where the operation of quality management system is customer-oriented and aims at improving customer satisfaction; customers? needs and expectations are satisfied through clear management responsibility, communication, resource management and product realization process; the structure of measuring and monitoring customer satisfaction is proposed on the basis of overall performance of the quality system and requires enterprises evaluate performance from the perspective of customers. This study attempts to explain how to set up a complete customer satisfaction and target management system based on the concepts of customer satisfaction and target management proposed in ISO 9001: 2000, conduct real-world case study, identify the critical items in customer recognition through market analysis, survey of satisfaction and business opportunity algorithm and eventually integrate corporate objectives to achieve sustained improvement.