Resources Library by ANA

Customer satisfaction: Its relationship with the Japanese way of total quality control

One of the elements in Japan's economic success following World War II was the introduction and development of Quality Control. The Japanese way of dealing with QC activities is unique in that it involves participation of all members of the...

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

Author: Kazuo Kobayashi

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

Implementing internal customer satisfaction measurement within a market research agency

This paper is divided into two parts. The first part describes why we decided to set up an internal customer satisfaction survey within BMRB International, it reviews the issues that we confronted and how we decided to resolve these. It also...

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

Authors: Stella Hall, Derek Mesure

September 1, 1993

Quality evaluation in social services

The search for quality has been gaining ground in the last decade, not only in industry but also in services, in public organisations as well as in private firms. The following paper explains how, in France, regional authorities have also felt an...

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

Authors: Dominique Saint-Paul, Jean-Pierre Dreyfus

Company: KANTAR TNS Malaysia

September 1, 1993

The effect of TQM on research- and vice versa

Royal Mail, the letters' collection, distribution and delivery business in the UK, with 175 employees, one of the country's largest employers, embarked on Total Quality Management in 1988. This paper examines, in outline, the surveys in place to...

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

Author: Diana Brown

September 1, 1993

An innovative application of conjoint analysis in satisfaction research

The idea that customers may not be satisfied while at the same time not be dissatisfied has been expressed repeatedly in the consumer satisfaction (CS) literature. This article relates the development of an innovative application of conjoint analysis...

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

Author: Jordan L. Le Bel

September 1, 1993

Marketing management support systems

A Marketing Management Support Systems can be defined as any device combining (I) information technology, (II) marketing data and/ or knowledge, and (III) analytical capabilities, made available to one or more marketing decision-makers with the...

Catalogue: ESOMAR/EMAC/AFM Symposium 1993: Information Based Decision Making In Marketing

Authors: Berend Wierenga, Gerrit H. van Bruggen

June 15, 1993

Satisfied or satiated?

This paper attempts to identify some of the reasons why so many customer satisfaction surveys fail to satisfy their clients and run aground within two to three years of being set up. In discussing the issues confronting the researcher, it describes...

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?

Authors: Peter Bartram, Mary Bartram

June 15, 1993