Firstly it is assumed that the distribution of the mean scores will approximate closely to the normal distribution (note that it is sample mean scores not individual scores that need to be normally distributed).

The normal (Gaussian) distribution originated in the work of Carl Gaus, and has since been applied to most fields in which statistical inference is used. Such use is universally accepted, for example:



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By Rob MacDougall*

Just like the Rolling Stones, a lot of Australian companies are struggling to identify true satisfaction.

True satisfaction, that is, as defined by the latest International Standard set up to measure this elusive feeling in customers – specifically, the new ISO 9001: 2000, which is now a live Standard and the key Standard on which future corporate actions relating to Quality Management Systems will be based nationally and internationally.

Some companies don’t even know the new Standard exists: others feel confronted by the Standard’s terminology: “This international standard promotes the adoption of a process approach when developing, implementing and improving the effectiveness of a QMS to enhance customer satisfaction by meeting customer requirements”.

But this definition is one of the excellent things about the new Standard, in that it makes clear that the customer, not management, is the starting point of the QMS. Sound obvious? Not too many companies, as we will see later.

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