Improving customer satisfaction through establishing strategic goals for quality and productivity improvement

Increasing the level of customer satisfaction with their products and services is a key goal for the research and development organization of AG Communication Systems (AGCS R&D). To accomplish this objective, AGCS R&D has established strategic goals for improving quality and productivity. Metrics used to track progress against these goals have been identified. These goals and associated metrics focus on measuring customer satisfaction from specific points of view aimed at key customer focus areas. To measure AGCS R&D's progress in improving customer satisfaction as a whole, a customer satisfaction index was developed. The authors provide a description of the strategic goals, their associated metrics, the customer satisfaction index, and the strategies developed to achieve these goals.<>