Poziom orientacji na klienta w organizacjach z województwa lubelskiego

• Autorzy: Grela, G.
• Języki publikacji: PL

Abstrakty

EN

The article presents the essence of customer orientation as a key prindple of quality management. Moreover, there were shown results of research conducted in organizations from Lublin region, wchich have a quality management system. In the article, customer orientation is defined according to ISO 10014:2006. The index reflecting the level of maturity ofthe organization in customer orientation contains the following categories: identification of segments of the external customers, ranking of external customers segments in terms of level of profits generated, understanding the needs, expectations and requirements of external customers, handling customer complaints in a timely manner, collecting and evaluating data on external customer satisfaction, meeting requirements of external customers, reviewing changes in market conditions, including competitiveness, stability of supply chain that ensures the maintenance of customer satisfaction.

Słowa kluczowe

PL

orientacja na klienta

EN

customer orientation

• Czasopismo: Problemy Jakości
• Rocznik: 2012
• Tom: R. 44, nr 11
• Strony: 16-19
• Opis fizyczny: Bibliogr. 9 poz.

Twórcy

autor

Grela, G.

• Katedra Zarządzania Jakością i Wiedzą, UMCS w Lublinie,

Bibliografia

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• 7. PN-EN ISO 9000:2006
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• 9. Yu-Te T., Shean-Yuh L., Yu-Yi C., Relationships among Service quality, customer satisfaction and customer loyalty in choin restaurant, Information Management & Business Review, Nov2011, Vol. 3, Issue 5.