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Satisfaction demand.

Document Cited in Related
Vincent
AuthorMoggs, Cliff
PositionLetters - Letter to the editor

I read the May articles "Going consternation" and "Customer satisfaction" with interest. To improve its chances of survival, a business must succeed in satisfying its customers.

The ethos of the ISO 9000 quality standard is based on eight principles. The first is customer focus. Section 8.2.1 states that "the standard requires the organisation to monitor information relating to customer perception as to whether the organisation has met customer requirements". It also "requires the methods of obtaining and using this information to be determined". Perhaps clear evidence of a record of high performance on...

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