Customer satisfaction index

The methods to be used for computing the customer satisfaction index... 

Ambiguity, organizational, 140 Ambulatory surgery centers, 742 American Customer Satisfaction Index, 624 American Hospital Association (AHA), 739 American Institute of Industrial Engineers,... 

A solution for the above class of problems is a selection of products to produce, which production line to be used and in what order, so as to maximise the total profit of the company as well as customer satisfaction index while satisfying simultaneously all the given constraints. 

Profit of the company as well as its customer satisfaction index is maximised while all of the given constraints are simultaneously satisfied. 

Fitness function is the sum of total profit of the company and customer satisfaction index. It should be noted that a weight coefficient should be introduced to determine the contribution of each function. The fitness function is calculated for each/eosiWe... 

The problem is to do the planning for next month by (1) selecting what products to produce, (2) allocating the selected products to which production line and (3) selecting the producing sequence in three production lines to maximise the profit of the company as well as its customer satisfaction index while satisfying simultaneously all constraints above. 

Criteria optimisation for this problem are overall profit of the company and its customer satisfaction index, converted into the fitness function. 

The fitness function of the feasible chromosome that is used to evaluate the quality of the solution is sum of total profit of the company and its customer satisfaction index with given weight coefficient, which is calculated as follows ... 

Like VDA 6.1, AVSQ 94 does not include the requirements of ISO 9001. In this way issues of copyright are overcome, a practice shared by VDA and EAQF but not QS-9000. However, unlike VDA 6.1, AVSQ 94 follows the 20 elements of ISO 9001 with two additional elements, covering financial considerations and product safety. Those questions that go beyond ISO 9001 are marked and as every question is numbered it simplifies the evaluation process. A scoring method is employed to classify organizations in terms of a conformity index. Each question is awarded a point (0, 2.5, 5, 7.5, or 10), where 10 points means full compliance, 7.5 points means minor inadequacies, 5 points means inadequacies in application requiring improvement, 2.5 points means serious inadequacies in application, and 0 points is used for criteria not applied. Unfortunately all questions carry the same weight as no account of the impact of omission on product quality or customer satisfaction is included. 

The objective should be to establish a chain of customers that links people at all levels in the organisation directly or indirectly to the marketplace. Xerox is a company that has worked hard to implement the idea of the internal customer. They have even extended the idea to the point of linking bonuses to an index of customer satisfaction. In organisations like Xerox, managing the customer service chain through the business and onwards is the central concern of logistics management. 

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