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Survey
IAAR Customer Satisfaction Survey 2006-1
Results Overview
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| 1. Select the one main reason your organization
obtained certification to a quality management standard. |
| Improve quality |
|
360 |
14% |
| Reduce cost |
|
19 |
1% |
| Risk management |
|
17 |
1% |
| Customer mandate |
|
737 |
29% |
| Corporate mandate |
|
224 |
9% |
| Legal reasons |
|
26 |
1% |
| Competitive pressure or advantage |
|
426 |
17% |
| Implementation and control of best practice |
|
248 |
10% |
| Continuous improvement based on customer requirements |
|
401 |
16% |
| Other, Please SpecifyView Responses |
|
95 |
4% |
| Total |
2553 |
100% |
| 2. Please indicate the standard(s) to which
your organization is certified. |
| ISO 9001:2000 |
|
2140 |
83% |
| ISO/TS 16949:2002 |
|
229 |
8% |
| QS 9000 |
|
112 |
4% |
| AS 9100 or other similar standard |
|
232 |
9% |
| TL 9000 |
|
23 |
0% |
| Other, Please SpecifyView Responses |
|
369 |
14% |
| 3. Has your present certification been a
positive experience? Please state why in additional comment box. |
| Yes |
|
2385 |
96% |
| No |
|
107 |
4% |
| Total |
2492 |
100% |
| View 1378 Responses |
| 5. How long has your organization been
certified against a quality management system? |
| 0-3 years |
|
555 |
22% |
| 3-6 years |
|
658 |
26% |
| greater than 6 years |
|
1323 |
52% |
| Total |
2536 |
100% |
| 6. What external benefits have you realized
from your current quality management system? |
| Improved customer satisfaction |
|
1391 |
55% |
| Improved perceived quality |
|
1442 |
57% |
| Competitive advantage |
|
922 |
36% |
| Reduced customer audits |
|
782 |
31% |
| Increased market share |
|
286 |
11% |
| Quicker time to market |
|
114 |
4% |
| Other, Please SpecifyView Responses |
|
228 |
9% |
| 7. What internal benefits have you realized
from your current quality management system? |
| Reduced scrap/rework costs |
|
728 |
28% |
| Increased efficiency |
|
936 |
37% |
| Greater quality awareness |
|
1861 |
73% |
| Positive cultural change |
|
845 |
33% |
| Improved morale |
|
238 |
9% |
| Enhanced communications |
|
880 |
34% |
| Better documentation |
|
1869 |
73% |
| Improved financial performance |
|
311 |
12% |
| Other, Please SpecifyView Responses |
|
91 |
3% |
| 8. Rate how beneficial quality management
systems have been to your organization. |
| Not at all beneficial |
|
18 |
1% |
| Somewhat beneficial |
|
211 |
8% |
| Neutral |
|
176 |
7% |
| Beneficial |
|
1662 |
66% |
| Extremely beneficial |
|
466 |
18% |
| Total |
2533 |
100% |
| 9. Rate how quality management systems have met
the continuous improvement needs of your organization. |
| Has not driven continuous improvement |
|
45 |
2% |
| Has driven improvement somewhat |
|
293 |
12% |
| Neutral |
|
389 |
15% |
| Has driven continous improvement |
|
1673 |
66% |
| Completely meets continuous improvement needs |
|
135 |
5% |
| Total |
2535 |
100% |
| 10. Select what rating comes closest to
describing how you feel about quality management systems. |
| Low value for my organization |
|
31 |
1% |
| Some value for my organization |
|
269 |
11% |
| Neutral |
|
302 |
12% |
| Above average value for my organization |
|
1242 |
49% |
| High value for my organization |
|
691 |
27% |
| Total |
2535 |
100% |
| 11. Select what rating comes closest to best
describing how you feel about the quality management system standard your
are certified to. |
| Does not need to evolve or change as a standard |
|
416 |
16% |
| Needs some minor changes as a standard |
|
880 |
35% |
| Neutral |
|
942 |
37% |
| Needs major changes as a standard |
|
158 |
6% |
| Must evolve further as a standard |
|
131 |
5% |
| Total |
2527 |
100% |
| 12. What is the range of the Return On
Investment (ROI) achieved from your investment in quality management
programs? |
| Less than 0% |
|
64 |
3% |
| 0%-5% |
|
737 |
31% |
| 6%-10% |
|
636 |
27% |
| 10%-20% |
|
356 |
15% |
| Greater than 20% |
|
255 |
11% |
| No ROI achieved |
|
310 |
13% |
| Total |
2358 |
100% |
| 13. Has your organization adopted any of the
following continuous improvement methods? |
| Lean Manufacturing |
|
1035 |
61% |
| JIT |
|
448 |
26% |
| Six Sigma |
|
633 |
37% |
| Other, Please SpecifyView Responses |
|
400 |
23% |
| 14. What other Management Systems is your
organization interested in? |
| ISO 9001:2000 |
|
177 |
13% |
| ISO/TS 16949:2002 Automotive |
|
215 |
16% |
| AS 9100 or other aerospace standard |
|
132 |
9% |
| ISO 14001 Environmental |
|
547 |
41% |
| ISO 22000 Food Management |
|
22 |
1% |
| ISO 27001 Information Security |
|
24 |
1% |
| AIHA/ANSI Z10 Occupational Health & Safety |
|
25 |
1% |
| OHSAS 18001 Occupational Health & Safety |
|
197 |
14% |
| TL 9000 |
|
23 |
1% |
| Other, Please SpecifyView Responses |
|
351 |
26% |