10-06-2017, 06:45 AM
Application of estimation method of customer s satisfaction in enterprise focused on quality
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Introduction
A quality of products is nowadays one of basic factors having an influence on results of conducted activity. Requirements on for enterprises by customers with reference to the quality still grow. Fulfilment of these requirements, and what is directly associated with it maintenance of good economic results is possible through the constant improvement in the quality [1,2]. The quality management system compatible with standard ISO 9001:2008 guarantees the organization stable positions on the market and permanent progress.
The customer s strategy of enterprise Customer s requirements Nowadays companies face increasing competition. An increase in the significance of the function of the quality is one of the most important phenomena of our times. Customers can choose from the wide range of products and services. Sellers are forced to deliver products of acceptable quality, otherwise will lose their customers to the competition. Customers make choice on the basis of own perception of quality and values offered them. The value delivered to the customer is a difference between the total value of the product and total costs which he must pay. The customer chooses these offers which maximise the delivered value. On the market this producer will get the majority which listens to the voice of the customer, knows his needs and is able quickly to react, fulfilling or even exceeding customer s expectation [7-10].
Education of the customer
The best project or final product is worthless, if the customer
doesn't have enough knowledge to judge it s advantages, or when
this project doesn't fulfil needs of the customer. Educating the
customer plays an important role in the politics of the sale.
Educating the customer regarding the following aspects [8,24]:
One should make sure why the customer wishes himself given
product.
To deliver technical details about the product, to enclose also
prospectuses of advertisements.
To make the customer interested in this particulars data.
To explain meaning of technical data into the simple,
accessible way.
To pay attention to entered innovations, of improving the
product and to explain their meaning.
To prepare the commercial staff to conversations with
customers.
To answer questions in relation to technical data.
The product which is aimed at ones targets can be worthless
or simply dangerous at other also related applications. One should
not think that the customer is conscious of differences between
products [8,13,24].