GRAMOTA Publishers suggests publishing your scientific articles in periodicals
Pedagogy. Theory & PracticePhilology. Theory & PracticeManuscript

Archive of Scientific Articles

SOURCE:   Almanac of Modern Science and Education. Tambov: Gramota, 2014. № 4. P. 49-52.
SCIENTIFIC AREA: Economic Sciences
To Publish Article in the Journal | To show issue content | To show all articles in section | Subject Index

License Agreement on scientific materials use.

ANALYSIS OF IMPLEMENTATION OF PRINCIPLE "CUSTOMER ORIENTATION" IN MODERN QUALITY MANAGEMENT SYSTEMS (QMS)

Gryzunov Evgenii Sergeevich, Eremeeva Ol'ga Alekseevna
Samara State Aerospace University


Abstract. In the article it is proved that the interaction of the organization with the customer is the crucial moment for its development. Particular attention is paid to the analysis of various factors in the construction of this interaction system. In addition, the calculation of the levels of the customer’s satisfaction with the processes of quality management system is carried out and on the basis of it recommendations for QMS processes monitoring are formulated.
Key words and phrases: система взаимодействия с потребителем, уровень удовлетворенности, уровень лояльности, процессный подход, оценка результативности процесса, аутсорсинговые процессы, system of interaction with customer, level of satisfaction, loyalty level, process approach.
Open the whole article in PDF format. Free PDF-files viewer can be downloaded here.

 

References:
  1. Klochkov Yu. S. Aktualizatsiya zon otvetstvennosti i polnomochii // Al'manakh sovremennoi nauki i obrazovaniya. Tambov: Gramota, 2011. № 1 (44). S. 55-57.
  2. Klochkov Yu. S. Imperiya vuzov v bor'be za kachestvo // Metody menedzhmenta kachestva. 2011. № 8. S. 46-49.
  3. Klochkov Yu. S. Obosnovanie sovershenstvovaniya sistemy motivatsii personala // Al'manakh sovremennoi nauki i obrazovaniya. Tambov: Gramota, 2011. № 1 (44). S. 57-60.
  4. Klochkov Yu. S. Razrabotka klassifikatsii vneshnego potrebitelya na osnove analiza zainteresovannykh storon // Vektor nauki Tol'yattinskogo gosudarstvennogo universiteta. 2010. № 4. S. 233-235.
  5. Metody i podkhody pri reshenii zadach menedzhmenta kachestva / Yu. S. Klochkov i dr. Samara: SNTs RAN, 2009. 190 s.

To Publish Article in the Journal | To show issue content | To show all articles in section | Subject Index

© 2006-2020 GRAMOTA Publishers

site development and search engine optimization (seo): krav.ru