MEASURING POINTS OF CUSTOMER SATISFACTION IN PROCESS MODEL IN INTEGRATED QUALITY SYSTEM
DOI:
https://doi.org/10.7251/ZREFIS1307199BKeywords:
integrated quality system, process model, customer satisfactionAbstract
Satisfied customer is priority goal of profit and non-profit organizations, because, only existence of satisfied customers approves purpose of organization. There are many ways and approaches for monitoring and measuring if this goal has been reached, but organizations sometimes are not capable enough to recognize all points in their system where they meet customer’s needs and requirements, or to measure satisfaction of these needs properly. The goal of this paper is to show exact places in process model where measuring points are, where organization communicates with customer and where and how customer’s needs and desires, and level of satisfying these needs are monitored and measured. We will show that implementation of integrated quality system, and process model which this system implies, makes easy recognition of measuring points of customer satisfaction and simplifies measuring and monitoring of customer satisfaction .References
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