Following a review of the ISO 9000 series, Kenmar Corp, a US manufacturer of parts and components for the original equipment automotive industry, focussed on implementing ISO 9002:1994, Model for Quality Assurance in Production, Installation and servicing. Kenmar created a customer satisfaction survey, which incorporated the 10 customer concerns that most affected business performance, to be the measure of the quality of its performance. Customers were also given the opportunity to voice concern...

BPIR Categories

2.5.3 Develop and deploy action plans & projects
1.1.1 Customer performance/satisfaction measurement

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