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Library's collection Library's IT development CancelThe essentials element o f the problem is that the implementation o f the
customer-focus Principle based on ISO 9001:2000.
The research approach that is being used is qualitative. The reason for this
approach is that the research topic related with explanation about why PT XYZ has
not implemented the customer focus Principle appropriately. The method used in this
research is a single case study.
The company has implemented ISO 9001:2000 and documents that needed in
ISO 9001:2000, especially related with Customer Focus Principle, have been
implemented by the company through Quality Policy, Quality Target, and others
documents. It has accommodated the ways o f conducting the Customer Focus
Principle such as Suggestion Cards, Complaint Reports, etc.
However, in term of construction o f the tools to measure the customer
satisfaction, they are inadequate. It will influence the result o f the purposes that the
company wants to achieve from the questions, and the measurement tools o f the
questions.
PT XYZ should form a team marketing research subordinate that has
responsibility to survey the market, control and manage the customer database, and
analyze the result o f customer feedback. The company needs to implement some
tools that can measure customer satisfaction in an integrated way.