Title :
How to implement a customer satisfaction survey to drive your MIS organization
Author :
Aulds, Steven D.
Author_Institution :
Digital Equipment Corp., Hudson, MA, USA
Abstract :
Describes how Digital Equipment Corporation-Semiconductor Operations implemented a customer satisfaction index (CSI) for their management information systems (MIS) group. In 1990, a process for measuring internal customer satisfaction was developed. Since that time, the process has been utilized annually in the United States and expanded internationally to Scotland. Several aspects of the process are documented including an introduction to the survey, goals and concepts of the process, survey description, compilation of results, development of action plans, and lessons learned.
Keywords :
electronics industry; management information systems; Digital Equipment Corporation; MIS organization; Scotland; United States; customer satisfaction survey; internal customer satisfaction; Computer aided manufacturing; Computer network management; Computer networks; Customer satisfaction; Engineering management; Financial management; Marketing management; Project management; Quality management; Resource management;
Conference_Titel :
Semiconductor Manufacturing Science Symposium, 1993. ISMSS 1993., IEEE/SEMI International
Conference_Location :
San Francisco, CA, USA
Print_ISBN :
0-7803-1212-0
DOI :
10.1109/ISMSS.1993.263690
