| April 28, 2003 |
| The Voice of Canadians: Consumers Speak Out on Service Quality in Canada |
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The
Voice of Canadians: Consumers Speak Out on Service
Quality in Canada
The
2002 Service Quality Study is the third NQI study
The
2002 study asks Canadians to provide their views on
the overall quality of services they are using and
asks more specific questions about the quality of
services provided in 15 industry sectors.
The
study was conducted by ACNielsen’s PanelTrack
service under the initiative of Rogers Media and the
National Quality Institute.
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Overall
Ranking in Service Quality:blue
improved most, purple
declined most
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Industry
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1996
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1997
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2002
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Resorts
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n/a
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n/a
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1
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Small
Retailers
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2
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3
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2
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Credit
Unions
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1
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2
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3
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Hotels
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n/a
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1
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4
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Restaurants
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3
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4
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5
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Courier
Services
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6
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7
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6
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Auto
Dealers
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7
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8
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7
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Large
Retailers
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11
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12
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8
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Insurance
Companies
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8
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9
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9
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Airlines
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4
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5
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10
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Postal
Services
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12
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13
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11
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Banks
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10
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11
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12
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Real
Estate Agents
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9
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10
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13
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Telephone
Companies
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5
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6
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14
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Cable/Satellite
TV
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13
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14
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15
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2002
ratings ranged from 91.7% to 62.0%
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Quest for Quality: Process Improvement Tools (Modules 1, 2 & 3) |
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| This award winning training course will introduce process management tools & techniques to help you identify and close quality gaps in your organization. This course offers built in return on Investment with a relevant process improvement assignment. Topics covered: NQI Quality Principles, NQI Framework for Excellence, Process Mapping, Cost of Quality, Quality Gaps, Process Metrics, Displaying Data, Problem Statements, Fishbone Diagram, and Process Map Analysis. |
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Price:$1,295.00
view member price
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First availability:
Edmonton
Aug 15 & 30, 2007 |
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or
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