cqen.list Weekly Digest Subject: URBAN QUALITY INDICATORS (UQI) Subject: Customer Satisfaction Subject: Re: Measuring customer satisfaction with field engineering services Subject: Questions on how to make CQE succesful ---------------------------------------- Date: Tue, 20 Feb 1996 11:46:45 -0500 (EST) From: 9 Subject: URBAN QUALITY INDICATORS (UQI) Content-Type: TEXT/PLAIN; charset=US-ASCII Hi! May I introduce you to a: NEW QUARTERLY NEWSLETTER _To evaluate your community's quality _Assembles "benchmark" research on urban quality by comm'ty groups & research outfits - & critiques it. (12pp.) - 1st issue: March 1996 TO ORDER: %Subcription ($21.75 for 4 issues; 1st issue free) %Sample Issue ($3) Send check or money order to: Urban Quality Communications Suite 239, 1756 Plymouth Rd. Ann Arbor, MI 48105 OR _for more information: Phone & FAX: 313-996-8610, or E-mail: cyyoakam@umich.edu (sample articles) Survey of Nation's Efforts _ Healthy Cities 2000 _ equity measures _ Oregon Benchmarks: for land use & people _ Sustainable Seattle Critique _ Putting scores together - or should you? _ urban security: Best measures? _ theory & indicator selection City Culture Map _ Shows the real people fabric of big cities, & thus quality (Detroit in 1st issue) ---------------------------------------- Date: 21 Feb 96 04:02:54 EST From: Nicholas Baxter <100544.2064@compuserve.com> Subject: Customer Satisfaction ---------- Forwarded Message ---------- From: nick baxter, 100544,2064 TO: mailer-daemon, 100544,2064 DATE: 10/02/96 01:58 RE: Customer Satisfaction Subject: Re: Measuring customer satisfaction with field engineering services Message-ID: <960209131427_100544.2064_EHK33-1@CompuServe.COM> Have done a fair bit on this; Applying this in my capacity as general manager of a charity for adults with a learning disability and in writing an mba thesis 'A review of Total Quality Management in a Residential Social Work context and the exploratory application of the concept of Customer Satisfaction. Send me your fax nos and I will send you examples of my work. It not a simple as it first appears as the replies to questions such as 'How Satisfied are you with .....' turn out to not provide very reliable data. A good reference would be kristensen et al On Measurement of Customer satisfaction' Total quality Management Vol 3, N0 2, 1992 ---------------------------------------- Date: Sat, 24 Feb 1996 17:14:20 -0500 From: Cqen@aol.com Subject: Questions on how to make CQE succesful Well activity on the list has picked up recently. Recently, a new CQEN member shared questions they hoped to find out about through the CQEN with me. I thought it would be a good idea to share the questions with the list. 1) What has worked for other groups? What hasn't worked? 2) How have they successfully expanded? What do you do when otherwise well-intentioned, intelligent people who understand less about quality than they think are driving the process? 3) How have groups successfully enlisted municipal politicians? John Hunter cqen@aol.com http://pages.prodigy.com/john/ ---------------------------------------- ---------------------------------------- End of Digest Provided by Department of Industrial Engineering, Clemson University Comments to list@eng.clemson.edu