Across
- 2. hazard Analysis and Critical Control Points
- 5. the action or process of providing someone or something with an official document attesting to a status or level of achievement
- 7. framework which can help us to understand customer satisfaction
- 10. theory for product development and customer satisfaction developed in the 1980s by Professor Noriaki Kano, which classifies customer preferences into five categories
- 11. the process of returning part of the output of a circuit, system, or device to the input, either to oppose the input or to aid the input
Down
- 1. an essential or distinctive characteristic, property, or attribute
- 3. National Standard of Ukraine
- 4. internal auditor
- 6. the International Organization for Standardization
- 8. systems of total quality control
- 9. features and technology of expert evaluation of service quality in hotels and restaurants