Resources Library by ANA

The best is yet to come

Since the introduction of the counter sorter in the 1950's the use of computers in MR has developed from an occasional tool into an integral part of much of the research process. It is evident, however, that the computer is not merely 'useful' in the...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Author: A. E.V. Dent

September 1, 1993

The role of staff research in total quality management

This paper draws from MORI's wide experience of conducting employee attitude studies to show how such research can help answer those questions. It will also illustrate the value of research in providing a benchmark to measure improvement over time...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Author: Susan Walker

Company: Ipsos MRBI

September 1, 1993

From building brands to building businesses

This paper examines the relevance of market research as a discipline to the area of business strategy; and makes the case that market research can contribute significantly, not just in the area of building brands but in the area of building...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Authors: Arun Adhikari, Titoo Ahluwalia, Rama Bijapurkar

September 1, 1993

In TQ, the process can be as important as the results

This paper describes how Unilever's Personal Products Companies in Europe used a Customer Satisfaction Survey to improve their relationship with their customers in the retail trade. It does not present a revolutionary approach to the methodology of...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Authors: Deborah Petty, Ian Hewitt

September 1, 1993

Quality without tears

This paper is divided into 5 parts, starting with the reasons why ISO 9000 was implemented in BT’s business market research department through to the lessons we have learnt from implementation. The first section discusses why BT, as a company,...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Author: Elizabeth Judson

September 1, 1993

Customer satisfaction monitoring to understand the market: Norwegian telecom

Due to deregulation within the area of telecommunications, an increasing number of Norwegian Telecom's former monopoly areas are, or will be, opened to free or licensed competition. This calls for a market and customer-oriented organization, with the...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Authors: Dag Eilertsen, Harald Djupvik

September 1, 1993

The contribution of strategic market research to the development of successful brand and communication strategies

The marketing world is changing faster than ever. Complexity and instability are growing rapidly: markets are fragmenting, consumers get more and more pretentious and unpredictable, traditional marketing strategies seem to be without effect Therefore...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Author: Uwe Munzinger

September 1, 1993

Caruso (French)

Caruso: the name of the famous tenor is now associated with the latest tool developed by Sofres in the field of telephone surveys. Combining "classical" CATI system functions with the leading edge technologies in vocal recognition, Caruso permits the...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Author: Olivier Auliard

Company: KANTAR TNS Malaysia

September 1, 1993

The path to BS 5750

BS 5750 in the UK is a quality assurance system creating a set of procedures designed to document and improve practices to maximise the quality of a company's output. In the UK it was initially conceived for manufacturing industry, but in the last...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future

Authors: Janet Weitz, Michele Silber, Sandy Johnston

Company: FDS International Ltd

September 1, 1993