Idea management systems: key tools for improvement and customer satisfaction

摘要

The Internet and readily available Web browser-based software allow an organization to establish a cost-effective ii idea management system" for processing feedback from customers, employees and even the general public into measures for boosting performance and satisfying customers. ISO 9001:2000 requires zations to have methods in place to determine whether their customers' requirements are being met and to be able to demonstrate continual improvement, including the satisfaction level of their customers. To accomplish this, communication channels must be defined which allow customers to offer feedback about their level of satisfaction. A cost-effective way for companies to capture this communication and sustain continual improvement is through the ongoing gathering, management and implementation of customer feedback.