Examining customer satisfaction in a big school

Presented are some ideas and methods for measuring customer satisfaction in service organizations, educational institutions in particular. With resources becoming more limited, efficiency and effectiveness in meeting the needs of the customer become more critical. The program used by the U.S Army Me...

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Bibliographic Details
Published inQuality progress Vol. 27; no. 9; pp. 117 - 119
Main Authors Cloutier, Marc G, Richards, John D
Format Magazine Article
LanguageEnglish
Published Milwaukee American Society for Quality 01.09.1994
Subjects
Armed forces
Army
Content analysis
Customer feedback
Customer satisfaction
Customer services
Health services
Higher education
Interviews
Investments
Learning
Military training
Quality of education
Skills
Students
Supervisors
Teams
United States > US
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Summary:Presented are some ideas and methods for measuring customer satisfaction in service organizations, educational institutions in particular. With resources becoming more limited, efficiency and effectiveness in meeting the needs of the customer become more critical. The program used by the U.S Army Medical Department (AMEDD) Center and School incorporates many methods and multiple sources to gather customer satisfaction data and provides this information to workers and policymakers. By using the Shewhart cycle as a model, a complex process becomes manageable, and vital information is tracked from problem development through issue resolution.
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ISSN:0033-524X