Soft Metrology : A Progress Review

About this Article
This article by Jean-Claude Krynicki was presented at the NCSL International 2003 Symposium and published in the Proceedings.

Abstract

The new version of ISO 9000 as well as ISO 9000-4 considers customer satisfaction surveys as an integral part of metrology. This new extension of our field of expertise is called dimensionless or 'soft' metrology .

This paper is a progress review showing the model of customer's satisfaction index coming from operational research and the efforts of standardization bodies to create guideline documents and the elements we already own to improve the method and assess the measurement uncertainty. The review presents recent proposals for 'hedonistic' and 'customer perception' measurements. The difference between business to business and business to consumer environment will be developed.

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Soft Metrology - A Progress Review