
158 Improving reliability and quality for product success
8.2 Customer satisfaction
If a corporation views customer satisfaction as a top priority yet does
nothing to measure it quantitatively, it is merely shouting slogans and
not working seriously on it. And if managers check quality only once
and not periodically, they are not managing it. Whatever product issues
are targeted, all should be quantied, visualized, and managed continu-
ously. Customer satisfaction begins with measuring satisfaction levels.
Customers’ opinions on certain questions related to the product can be
checked with a questionnaire using ...