posted 06 February 2001 11:42 AM               

Take a read through http://Elsmar.com/ubb/Forum1/HTML/000056.html and http://Elsmar.com/ubb/Forum1/HTML/000334.html .

Here's an old one from Charlie:

I like Charlies PS.... And I agree with Charlie. ASK them!

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Subject: Re: Q:Revised standards/Cox/Kiely/Howe/Scalies
Date: Wed, 30 Sep 1998 11:36:38 -0600
From: ISO Standards Discussion

From: Charley Scalies
Subject: Re: Q:Revised standards/Cox/Kiely/Howe/Scalies

> From: dhowe@logicon.com (Dave Howe)
>
> Speaking of requiring "the measurement and analysis of customer
> satisfaction" (see below), would anyone be willing to share some good
> indices. The organization for which I work is recently ISO certified
> and we are committed to customer satisfaction, but we have been
> struggling a bit to come up with meaningful measurements for customer
> satisfaction as well as ways to obtain them (other than the typical
> survey forms). We are selling high cost, low volume products
> primarily to the Federal gov't and to foreign gov'ts.
> Dave Howe
_ _ _ _ _ _ _ _ _ _ _ _ _

It seems almost too obvious to suggest this, but often we overlook the things that lie at our feet. Why not try asking your customers how they measure your performance and how they determine their level of satisfaction with your products and services. I worked in DoD contracting for a very long time and never found the Feds the least bit bashful about telling contractors what they expected. If you are in a Formal Bid environment, their evaluation factors are likely to be limited to price, delivery and quality, as measured by the lack of rejects. If you live in the more customized environment of tech proposals and negotiated contracts, their evaluation factors tend to be more sophisticated, and published.

Charley
P.S. My wife taught me that if I ever wanted to know how to make her happy, I should ask. When I don't, it's usually because I don't really want to hear her answer. --

Charles J. Scalies/2000+

A couple more threads to consider are http://Elsmar.com/ubb/Forum5/HTML/000142.html and http://Elsmar.com/ubb/Forum15/HTML/000022.html

posted 07 February 2001 01:25 PM               

As for the face-to-face meetings, I suggest the companies use a simple "Report of Call" form (generally one page, often handwritten) to ensure the meeting or conversation is documented. In one place, the completed form is circulated from the President through the management ranks and ends up with the Sales Manager to use in the review or planning meetings.

posted 17 February 2001 09:01 PM               

Can only agree with Marc,

Ask the customer and use their measurments when possible.

This is not to say that internal measurements can also be derived and be important, if they are cost effective and lead to continuous action. (I'm trying not to use the word "improvement")