Resources Library by ANA

Now you see it, now you don't

We are increasingly aware of the need for total quality management approaches in the more process-oriented aspects of market research such as data collection and tabulation. However, the way in which we communicate study findings to clients and the...

Catalogue: New Monograph Series Vol.6: Market Research And Information Technology

Authors: David Pring, Milton Vahue

August 1, 1998

Forecasters, marketing researchers and marketing managers

Marketing researchers and marketing managers should get closer to the experts in forecasting and scenario planning. We present a review of the key issues in successfully implementing forecasts in an organization, with specific reference to...

Catalogue: ESOMAR Congress 1997: Learning From The Future

Authors: Gillian Rice, Essam Mahmoud

September 1, 1997

Customer satisfaction in the distribution line (Spanish)

This paper illustrates the benefits of the CSM Customer Satisfaction Measurement Model and its contribution to total quality management programs. Identifying satisfaction drivers for distribution line members of a household electrical appliances...

Catalogue: Latin America 1997: The Dynamics Of Change In Latin America

Author: Norah Schmeichel

Company: GfK

June 15, 1997

Customer satisfaction in the distribution line

This paper illustrates the benefits of the CSM Customer Satisfaction Measurement Model and its contribution to total quality management programs. Identifying satisfaction drivers for distribution line members of a household electrical appliances...

Catalogue: Latin America 1997: The Dynamics Of Change In Latin America

Author: Norah Schmeichel

Company: GfK

May 1, 1997

Maximising the effectiveness of television advertising

In North America and WestemEurope, the slowing of population expansion and inflation as well as ever increasing global competition have made it extremely difficult for marketers to achieve consistent revenue and profit growth. At the same time, much...

Catalogue: ESORMAR/ARF Worldwide Electronic And Broadcast Audience Research 1994

Author: Margaret H. Blair

May 1, 1994

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

Staff research and total quality management

This paper essentially covers two specific areas: The first half, by virtue of two Case Studies, looks at employee surveys conducted within a Total Quality context. The second looks at findings of staff research making comparisons across different...

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

Author: Ruth McNeil

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

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