Resources Library by ANA

Quality standards

The age old complaint of suppliers is that "clients won't pay for quality"; of clients, that "suppliers never define what they mean by quality, so you might just as well buy on price". What can both clients and suppliers do to remedy this...

Catalogue: Seminar 1993: Marketing And International Research

Author: Jane Kallm

June 15, 1993

Quality standards in international research

The achievement of acceptable and consistent quality standards in international research is a vital topic which deserves wider debate. At present it is difficult for international research buyers and co-ordinators to know what standards and practices...

Catalogue: Seminar 1993: Marketing And International Research

Author: Carol Coutts

June 15, 1993

Royal Mail's customer perception and satisfaction index (CPSI)

This paper examines the ways in which various media have been used to communicate the findings from a customer satisfaction tracking study - Customer Perception and Satisfaction Index (CPSI). CPSI is a continuous postal self-completion survey...

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

Authors: Paul White, Roger Banks

June 15, 1993

CS research as a basis for CS strategy

This paper describes the experiences of a local distributor for the firm Mitsubishi when adopting a CS strategy in the fiercely competitive market of the Canary Islands where all the Japanese makes of vehicles have for some time been openly vying...

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

Authors: Fernando Saenz-Marrero, Gert Jung

June 15, 1993

Making a newspaper more reader-friendly

Analysing research data for Tages-Anzeiger in 1990 made it evident that reading meant glancing at articles or reading headlines only. The aim was therefore to improve the intensity of reading by making the readers spend more time reading an issue of...

Catalogue: Seminar 1993: Competition In Publishing

Author: Gaby Bachofner

June 15, 1993

Customer, dealer and employee satisfaction

To ensure quality at all levels requires comprehensive and continuous surveys and feedback between customers, dealers and the manufacturer. This allows strategy and action to be integrated at all levels in the meeting of customer needs. The needed...

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

Authors: Gary Mutz, Ian D. Greig, Simon Howell

June 15, 1993

Proactive relationship management

Expectation research has shown that high quality products, or services coupled with only an effective reactive support mechanism (i.e., a typical customer service function), will not be sufficient to support consumer loyalty into the next decade....

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

Author: Richard J. Cottrell

Company: Maritz Research

June 15, 1993

Myth or reality?

This paper discusses London Underground's continuous Customer attitude research program: known as the Customer Satisfaction Index (CSI). It is written in the spirit of describing the genesis of an actionable management information tool: one that now...

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

Authors: Mark G. J. Hodson, Robert Falconer

June 15, 1993

Self discovery

This paper presents the case that a voyage of "self discovery" is the key to getting a new message, representing changed values, over to staff. Success comes only when staff truly understand the rationale behind the change and the benefits of it....

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

Author: Simon L. Jones

June 15, 1993