Abstract: . . .  Business results Customer and market focus Copyright 2006 John Wiley & Sons, Inc. 3-52 Other Awards for Quality National individual awards Armand V. Feigenbaum Medal Deming Medal E. Jack Lancaster Medal Edwards Medal Shewart Medal Ishikawa Medal International awards European Quality Award Canadian Quality Award Australian Business Excellence Award Deming Prize from Japan Copyright 2006 John Wiley & Sons, Inc. 3-53 American Customer Satisfaction Index (ACSI) Measures customer satisfaction Established in 1994 Web site: www.acsi.org Examples (in 2003) Amazon.com scored 88 (highest in service) Dell scored of 78 (highest in computer industry) Cadillac scored 87 (highest in car industry) Copyright 2006 John Wiley & Sons, Inc. 3-54 ISO 9000 A set of procedures and policies for international quality certification of suppliers Standards ISO 9000:2000 Quality Management Systems—Fundamentals and Vocabulary defines fundamental terms and definitions used in ISO 9000 family ISO 9001:2000 Quality Management Systems—Requirements standard to assess ability to achieve customer satisfaction ISO 9004:2000 Quality Management Systems—Guidelines for Performance Improvements guidance to a company for continual improvement of its quality - management system Copyright 2006 John Wiley & Sons, Inc. 3-55 Implications of ISO 9000 for U.S. Companies Many overseas companies will not do business with a supplier unless it has ISO 9000 certification ISO 9000 accreditation ISO registrars A total commitment to quality is required throughout an organization Copyright 2006 John Wiley & Sons, Inc. 3-56 Copyright 2006 John Wiley & Sons, Inc. All rights reserved. Reproduction or translation of this work beyond that permitted in section 117 of the 1976 United States Copyright Act without express permission of the copyright owner is unlawful. Request for further information should be addressed to the Permission Department, John Wiley & Sons, Inc. The purchaser may make back-up copies for his/her own use only and not for distribution or resale. The Publisher assumes no responsibility for errors, omissions, or damages caused by the use of these programs or from the use of the information herein.  . . .
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