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1. Do you/your staff think customers are an interruption to business/and are they an irritation?
2. Is too much of your staff time spent answering customer questions?
3. Do you /your staff think customers are stupid and don’t understand?
4. Do you /your staff think your customers are difficult and too much trouble?
5. Do you/your staff think customers are out to cheat your business?
6. Do your staff complain that they can’t give good service because of poor back office processes?
And “No”?
7. Do you use information from customers to build ideas on how to improve
your business processes?
8. Do you collect information about all your service transactions?
9. Are all your staff trained in delivering excellent service before they start work
with your customers?
10. Are your back office staff trained in how important their role is to ensure
frontline staff can give the best service to customers?
YOUR SCORE: _______/10
-Minitab ® 16 is the leading statistical software for quality improvement and statistics education worldwide. Minitab 16 features more than 70 new enhancements, including the Assistant that guides you through your analysis step-by-step, new regression tools, split-plot designs and more. Minitab's powerful capabilities, ease of use, comprehensive methods, and compelling graphics help quality professionals target the best opportunities for business improvement. Draw valuable insights from your data and easily illustrate and interpret your analyses. Thousands of distinguished organizations in nearly 90 countries use Minitab, including American Express, Rolls-Royce, Pfizer, Coca-Cola, Microsoft, eBay and Cardinal Health. The world trusts Minitab for quality. Learn more at www.minitab16.com .
Quality Companion by Minitab ® is process improvement software specifically designed for planning, organizing, and executing Six Sigma projects and reporting on their success. Quality Companion saves companies time and money by standardizing and streamlining projects, guiding quality improvement teams through their projects from start to finish, making project tasks easier, and providing linked tools that enhance analysis, collaboration, and presentations. Used together, Quality Companion and Minitab Statistical Software help companies increase efficiency and attain the maximum benefit from their investment in quality improvement. Take a tour at www.minitab.com/products/quality-companion/default.aspx
Quality Trainer by Minitab T is a subscription-based e-learning service that provides easy access to statistical and quality improvement expertise whenever you need it. It complements live Training by Minitab sessions and lets you refresh your knowledge anytime. Engaging, interactive lessons based on real-world problems make concepts easy to grasp and retain. With affordable subscriptions for groups or individuals, Quality Trainer helps you use Minitab to get more insight into your data. Take the tour at www.minitab.com/trainer/
Standards
Australian or ISO Standards available at www.saiglobal.com