Managing Knowledge and Information in the Process of Customer Needs Identification

Elzbieta Skrzypek, Grzegorz Grela, Agnieszka Piasecka and Mariusz Hofman
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Elzbieta Skrzypek: Maria Curie-Sklodowska University, Poland
Grzegorz Grela: Maria Curie-Sklodowska University, Poland
Agnieszka Piasecka: Maria Curie-Sklodowska University, Poland
Mariusz Hofman: Maria Curie-Sklodowska University, Poland

from International School for Social and Business Studies, Celje, Slovenia

Abstract: The paper presents the role of managing knowledge and information in the process of customer needs identification. In conditions of knowledge economy knowledge and information determines competitive advantage, where knowledge on consumer and their requirements and needs is key. Findings conducted in 2011 by authors indicate that from 8 principles of the quality management expressed in ISO 10014 the most correlated with the subjective evaluation of examined economic performance of the organizations is the one with involvement of people.

Keywords: customer focus; knowledge and information; ISO 10014 (search for similar items in EconPapers)
Date: 2012
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Persistent link: https://EconPapers.repec.org/RePEc:isv:mklp12:881-889

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