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10.5593/sgemsocial2017/34/S13.062

QUALITY MANAGEMENT SYSTEM AS A COMPONENT OF CUSTOMER MANAGEMENT: A CASE STUDY OF THE JSC SADALES TIKLS

A. Auzina, L. Licite
Tuesday 24 October 2017 by Libadmin2017

References: 4th International Multidisciplinary Scientific Conference on Social Sciences and Arts SGEM 2017, www.sgemsocial.org, SGEM2017 Conference Proceedings, ISBN 978-619-7408-21-8 / ISSN 2367-5659, 24 - 30 August, 2017, Book 3, Vol 4, 479-486 pp, DOI: 10.5593/sgemsocial2017/34/S13.062

ABSTRACT

Tough competition caused by a market economy makes thousands of enterprises and organisations in any region of the world and under any economic conditions focus on quality management and quality assurance, which makes it necessary to persistently develop and introduce new quality systems, programmes and standards. Quality assurance is necessary for an enterprise to stay in business and increase the number of customers and, therefore, raise sales, as well as to ensure a stable, steady and fully controlled process of production of goods and services. The key purpose of customer management, according to quality management standards, is to maintain and enhance customer satisfaction and any related activities as well as to introduce innovative solutions in the customer management, improving the availability of the enterprise and, consequently, finding solutions to the effective operation of the enterprise. Accordingly, one of the prerequisites for the sustainable development of any enterprise is to raise the satisfaction of all its stakeholders, including customers. Such a trend in the quality management system has been stressed in the latest research papers. Introducing an effective customer management system at an enterprise contributes to the greater satisfaction of its customers, improves on-going processes in the enterprise and contributes to the effective operation and development of the enterprise.

Keywords: quality management, customer management, customer satisfaction

PAPER DOI: 10.5593/sgemsocial2017/34/S13.062 ; QUALITY MANAGEMENT SYSTEM AS A COMPONENT OF CLIENT MANAGEMENT: A CASE STUDY OF THE JSC SADALES TIKLS

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