An application of ISO 10001 and ISO 10002 customer satisfaction standards to enhance students satisfaction in engineering courses is studied. An ISO 10001-based Code Management System (CMS) is used to improve the satisfaction of students through offering promises regarding course delivery. A Feedback Handling System (FHS) based on ISO 10002 is developed to systematically respond to unsolicited comments of the students. The methodology to develop the system processes and resources based on these two standards is explained. The CMS was used by the professors in eight different courses in an engineering department of a university in western Canada. The FHS was applied by one professor in two courses in the same department. The results of the implementation are discussed. Moreover, an application of ISO 19011 in auditing the systems against ISO 10001 and 10002 is investigated. Overall, the study showed that the students are satisfied with the systems implemented on the basis of these two customer satisfaction standards and that ISO 19011 can be used to audit such systems.
| Identifer | oai:union.ndltd.org:LACETR/oai:collectionscanada.gc.ca:AEU.10048/1299 |
| Date | 11 1900 |
| Creators | Honarkhah, Mehdi |
| Contributors | Karapetrovic, Stanislav (Mechanical Engineering), Doucette, John (Mechanical Engineering), Reformat, Marek (Electrical and Computer Engineering) |
| Source Sets | Library and Archives Canada ETDs Repository / Centre d'archives des thèses électroniques de Bibliothèque et Archives Canada |
| Language | English |
| Detected Language | English |
| Type | Thesis |
| Format | 5253064 bytes, application/pdf |
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