Achieving Customer Experience Excellence through a Quality Management System

Alka Jarvis, Luis Morales, Ulka Ranadive

• Publisher: ASQ Quality Press
• Year: 2016
• ISBN:
  9781953079688
• Edition: 1
• Topic: Business
• Subtopic: Customer Relations
• Index: Business

For the past decade, process validation issues ranked within the top six of Food and Drug Administration (FDA) form 483 observation findings issued each year. This poses a substantial problem for the medical device industry and is the reason why the authors wanted to write this book. The authors will share their collective knowledge: to help organizations improve patient safety and increase profitability while maintaining a state of compliance with regulations and standards.This book was written to assist quality technicians, engineers, managers, and others that need to plan, conduct, and monitor validation activities. To that end, the intent of this book is to provide the quality professional working in virtually any industry a quick, convenient, and comprehensive guide to properly conducting process validations that meet regulatory and certification requirements. It provides an introduction and background to the requirements necessary to perform process validations that will comply with regulatory and certification body requirements.

Table of contents

• Cover
• Title Page
• Copyright
• Contents
• List of Figures and Tables
• Acknowledgments
• Introduction
• Chapter 1: Customer Experience
• Chapter 2: Customer Experience (CX) Lifecycle
• Chapter 3: Quality Management System
• Chapter 4: QMS and CX Interlock
• Chapter 5: Optimization of CX
• Chapter 6: Transformation of Your Existing QMS into CX Centric Model
• Appendix: Case Studies of Intentional Design
• Index