Manufacturing Industry
Linking Customer and Employee Satisfaction to the Bottom Line
Quality Progress, February, 2003 by Feldman, Marc A
Linking Customer and Employee Satisfaction to the Bottom Line
Derek R. Allen and Morris Wilburn, ASQ Quality Press, 600 N. Plankinton Ave., Milwaukee, WI 53203, 2002, 238 pp., $40 member, $50 list (book),
Linking Customer and Employee Satisfaction to the Bottom Line tells the reader how to apply numerical analysis to satisfaction data and information. It doesn't go into much detail about the specifics of the mathematics used to do a statistical examination, but rather focuses on generating appropriate information to evaluate and manipulate data into a format that allows proper assessment and interpretation of the meaning of the results. It does offer recommendations as to what types of statistical treatment are appropriate for specific instances.
The authors...
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