Information Quality Management and the Aspect of Profit and Loss in the Customer Service Process

• Autorzy: Żywiołek J. , Ulewicz R.

Identyfikatory

DOI

10.2478/mape-2018-0068

• Języki publikacji: EN

Abstrakty

EN

Risk management is an inseparable part of every organization's life. It should be an integral part of the strategy implemented in all of the organizations. The strategy should be constructed in such a way that the management of the risk functions not only as a system avoiding losses, but also allowing to perceive and use opportunities, and create new opportunities for the organization. The aim of the article is to demonstrate the necessity of analyzing the risk of information quality, which significantly affects the customer service process. This analysis was carried out on the basis of T. Kaczmarek's research, which specified the list of 46 elements of the sick enterprise. On its basis, the areas in which information about customer service were created were analyzed, which allowed to identify potentially threatened places and the effects of these threats. The analysis showed that the highest level of risk is related to the delivery time. Individual and corporate clients pay special attention to the lack, or incorrect information on securing the shipment. The lowest level of risk in the examined enterprise concerns the terms of technical assistance, because this item is usually described by the seller in the purchase regulations.

Słowa kluczowe

EN

risk management; customer service; quality; information; information flow

• Wydawca: STE GROUP ; De Gruyter
• Czasopismo: Multidisciplinary Aspects of Production Engineering
• Rocznik: 2018
• Tom: Vol. 1, Iss. 1
• Strony: 537--543
• Opis fizyczny: Bibliogr. 20 poz., fig., tab.

Twórcy

autor

Żywiołek J.

• Częstochowa University of Technology, Poland

autor

Ulewicz R.

• Częstochowa University of Technology, Poland

Bibliografia

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Uwagi

Opracowanie rekordu ze środków MNiSW, umowa Nr 461252 w ramach programu "Społeczna odpowiedzialność nauki" - moduł: Popularyzacja nauki i promocja sportu (2021).