Customer contact to understand requirements: How UK companies do it

In 1999 an interview-based survey of 18 UK companies from 4 different industry sectors was carried out, the majority of the companies had more than 1000 employees. The individual companies were chosen because they were actively pursuing continuous improvement via self assessment techniques or by other quality improvement mechanisms. The survey was carried out to try to identify factors that influenced the success of continuous improvement programs. In terms of how companies responded to and unde...

BPIR Categories

1.1.7 Review customer listening & learning methods
1.1.5 Conduct customer surveys
10.2.1 Establish info/knowledge management systems