...Peter F. Cuthbert Explains the need for a valid and reliable instrument for course managers to evaluate their product through customer feedback as part of the system of quality assurance, and examines the justification for viewing higher education as a service provision with the student body...

... – short of face‐to‐face confrontation. To this end recommends a policy of individualized feedback and illustrates this with an example from a professional service firm. Described as the 450° feedback process, it provides partners with internal (in‐house) and external (clients) perceptions of service...

... management that distinguishes a customer‐driven organization. © MCB UP Limited 1994 Within each of the ten steps we have summarized a number of the key questions that need to be asked. These are shown below: Consumer attitudes Customer satisfaction Customers Feedback Kaizen Oracle...