Measuring and Managing Customer Satisfaction: Going for the Gold
Program Titles
- Total Quality Service: a simplified approach to using the Baldrige Award Criteria
- A focus on results is her own Competitive Edge.
- Improve strategic quality planning
Dr. Sheila Kessler, speeches from Singapore to Nairobi. She has helped several Baldrige winning companies, including Motorola, Ritz Carlton, Boeing and AT&T. She has been a Baldrige examiner for the California Council on Service and Quality (CCQS). She was selected by the American Society for Quality (ASQ) to be their expert on customer satisfaction and has helped ASQ design their own satisfaction system. She also headed the American Marketing Association international Atlanta conference on Measuring Customer Satisfaction.
She will emphasize approach to customer focus by covering improved customer, financial and quality measures, strategic planning, executive coaching, team building, and implementation of resulting initiatives. A focus on results is her own Competitive Edge.
She began this focus while Manager of Strategic Sales and Marketing at Fluor Daniel, a Fortune 500 engineering and construction company and “Most Admired Company” for Diversified Services (Fortune). She received one of three Special Bonuses ever given by Fluor Daniel for using a Baldrige based systems approach to help reengineer the sales and marketing area. She then worked for Microsoft and helped them use customer needs assessment and satisfaction measures to enhance an “integrated” strategy. This strategy helped Microsoft uproot the 80% market share enjoyed by Lotus and WordPerfect at the time.
Dr. Kessler has helped over 100 of the Fortune 500 companies design customer satisfaction systems, improve strategic quality planning, set marketing and improvement strategies and implement those areas through specific training and consulting and measurement efforts. Several of these companies have doubled revenues and profits in just two years as a result. Some of these organizations include FHP (now PacifiCare), Disney, Corning, Grady Hospitals, Coca-Cola, John Hancock, Seagate, Mission Foods, Storage Technology, the DMV, City of Sunnyvale, Tetratech, Ralston Purina and others.
She has taught customer satisfaction measurement, statistics, strategic planning, teamwork and other programs. She is a regular instructor for the Society of CPAs, the ASQ and CCQS.
Sheila was selected for the “Woman of Achievement” award by Fluor Daniel (out of 40,000 employees), and for the “Outstanding Consulting” award from the federal government. She has written nine books and benchmarked and worked in 54 countries.
Books by Sheila Kessler, Ph.D.
- Measuring and Managing Customer Satisfaction: Going for the Gold
- Total Quality Service: a simplified approach to using the Baldrige Award Criteria
- Team Selling
- Winning Sales Presentations
- Compelling Proposals
Book Sheila Kessler, Ph.D. for your Event!