Business Opportunity Algorithm for ISO 9001: 2000 Customer Satisfaction Management Structure*

Abstract

Corporate sustained growth relies on the ability to continually generate profits, this in turn depends on their products meeting customers' needs and expectations. Generally, customer satisfaction is evidenced in the high rate of customer loyalty, good reputation, increase in market share, improvement of performance and reduction in complaints, etc. In contrast, the results of poor customer satisfaction include loss of customers, decrease in market share, deterioration of performance, poor reputation and increase in customer complaints, etc., which directly affects gross turnover and operating costs. Therefore, customer satisfaction has become an important operating goal to which enterprises have competed to make the commitment. Moreover, measuring and monitoring customer satisfaction has become an important research topic for enterprises. The operational concept based on customer satisfaction has been collected in 2000 edition of ISO 9001, where the operation of quality management sy