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Click here for details and the table of contents How to Measure Service Quality & Customer Satisfaction: The Informal Guide for Tools and Techniques by Chuck Chakrapani, hardcover, 300 pages, 1998, $45.95



You've heard the buzzwords: service quality; quality improvement; customer satisfaction. You've seen the techniques: fishbone diagrams; flow charts; brainstorming.

Never before have so many service quality and customer satisfaction techniques been gathered, efficiently organized, and clearly presented in a single volume.  This unique guide takes you through the maze of measurement tools, explaining each with clarity using exhibits and examples.  Parts I and II give an overview of what service quality is and how standard measurement techniques can actually mislead if used incorrectly.  In Part III, Chakrapani uses his "P3D3" matrix to explain which tool works best for different measurement needs. Part IV describes how to measure customer satisfaction, and Parts V and VI tie it all together with a discussion of developing a philosophy of quality and an overview of how to apply the right tools to different measurement problems.  This book is an excellent introduction to those who are new in the field, as well as an indispensable reference for veterans in service quality and customer satisfaction.

Table of Contents

  1. Managing Service Quality
    • What is quality?
    • How does quality affect profitability?
    • Why is the management the last to know?
    • Why are philosophers of quality relevant to measurement?
  2. How Standard Measurement Techniques Can Mislead
    • The nature of service quality
    • How standard quantitative research
      can mislead
    • How standard interpretations can mislead
  3. Tools and Techniques of Measurement
    • The P3D3 matrix
    • Diagnostic techniques: producers
      • Structural analysis
      • Check sheets
      • Mystery shopping
      • Internal focus groups
    • Diagnostic techniques: processes
      • Graphic techniques
      • Bar charts
      • Scatter diagrams
      • Radar charts
      • Run charts
      • Stratification
      • Flow charts
    • Diagnostic techniques: people
      • Complaint elicitation techniques
      • Belief system analysis
      • Pareto charts
      • Content analysis and content tracking
    • Detailing techniques: producers
      • Nominal group technique
      • Benchmarking
      • Dimension reduction techniques
      • The As-If frame
      • The video camera technique
    • Detailing techniques: processes
      • Control charts
    • Detailing techniques: people
      • External focus groups
      • Survey research
      • Laddering
      • Factor analysis
      • Wish lists
      • Gap analysis
    • Delivering techniques: producers
      • Brainstorming
      • Force field analysis
      • Cost-benefit analysis
    • Delivering techniques: processes
      • The fishbone diagram
      • Process mapping and evaluation
    • Delivering techniques: people tracking
  4. Measuring Customer Satisfaction
    • Customer satisfaction measurement
    • A step-by-step guide to measuring customer satisfaction
      • Quadrant analysis
  5. Toward a Philosophy of Quality
    • System of profound knowledge
    • Deming's 14 points
  6. Putting It All Together
    • Choosing the right technique

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