The conceptual framework of the process standardization - customer satisfaction relationship

Koval, M.; Chromjakova, F.

doi:10.21008/j.0239-9415.2018.078.07

Artykuł - szczegóły

Tytuł artykułu

The conceptual framework of the process standardization - customer satisfaction relationship

Autorzy

Koval M. , Chromjakova F.

Treść / Zawartość

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DOI

10.21008/j.0239-9415.2018.078.07

Warianty tytułu

Koncepcyjne ramy związku między standaryzacją procesu a zadowoleniem klienta

Języki publikacji

Abstrakty

Organizations employ process standardization to reduce process variability and to ensure customer satisfaction. However, excessive standardization may hinder company competitiveness due to the lack of an ability to meet varying customer needs. There is a dearth of research regarding the impact of standardization on customer satisfaction as well as the organizational practices that can potentially foster this relationship. The present research proposes an alternative approach to understanding the practices that foster standardization in organizations: the research builds upon the notion of the closeness of process standardization and continuous improvement, and further proposes the framework of the standardization - customer satisfaction relationship within the wider network of organizational practices. The present study is one of the few attempts in the current literature to frame process standardization within the wider context of the continuous improvement process in the organization and thus makes a theoretical contribution to the advancement of the scant field of knowledge on process standardization in the areas of quality engineering and production systems management.

Organizacje stosują standaryzację procesów, aby zmniejszyć zmienność procesów i zapewnić zadowolenie klientów. Jednak nadmierna standaryzacja może utrudnić konkurencyjność firmy ze względu na brak możliwości zaspokojenia zróżnicowanych potrzeb klientów. Brak jest badań dotyczących wpływu standaryzacji na zadowolenie klienta, a także praktyk organizacyjnych, które mogą potencjalnie wspierać tę relację. Niniejsze badanie proponuje alternatywne podejście do zrozumienia praktyk, które sprzyjają standaryzacji w organizacjach: badanie opiera się na pojęciu bliskości normalizacji procesu i ciągłego doskonalenia, a ponadto proponuje ramy standaryzacji - relacje satysfakcji klienta w ramach szerszej sieci praktyk organizacyjnych. Niniejsze badanie jest jedną z nielicznych prób w obecnej literaturze, aby ujednolicić proces normalizacji w ramach szerszego procesu ciągłego doskonalenia w organizacji, a zatem stanowi teoretyczny wkład w rozwój niewielkiej dziedziny wiedzy dotyczącej standaryzacji procesu.

Słowa kluczowe

standardization customer satisfaction continuous improvement

standaryzacja zadowolenie klienta ciągłe doskonalenie

Wydawca

Wydawnictwo Politechniki Poznańskiej

Czasopismo

Zeszyty Naukowe Politechniki Poznańskiej. Organizacja i Zarządzanie

Rocznik

2018

Tom

Nr 78

Strony

87--102

Opis fizyczny

Bibliogr. 76 poz., rys., tab.

Twórcy

autor

Koval M.

Department of Industrial Engineering and Information Systems, Tomas Bata University

autor

Chromjakova F.

Department of Industrial Engineering and Information Systems, Tomas Bata University

Bibliografia

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Uwagi

Opracowanie rekordu w ramach umowy 509/P-DUN/2018 ze środków MNiSW przeznaczonych na działalność upowszechniającą naukę (2019).

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Bibliografia

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