Client Oriented Approach for Assisting Business Improvement Decision Making

Diana Pitic () and Lucian Pitic
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Diana Pitic: Universitatea Babes-Bolyai din Cluj-Napoca,
Lucian Pitic: Universitatea Tehnica din Cluj-Napoca,

The AMFITEATRU ECONOMIC journal, 2014, vol. 16, issue 35, 303

Abstract: An important aspect of the corporate responsibility towards the customers is to ensure the correct value transfer, through the quality and price of the product/service. By using customer satisfaction in order to measure value and the quality provided to customers, this paper proposes a methodology of assisting management decisions in improving business processes. The proposed techniques and tools, specific to quality management, are used for determining the processes which need to be improved or innovated in order to increase customer satisfaction. Thus, the methodology contributes to the creation of a decision-making framework for an efficient orientation of the resources for maximising the generated value and minimising the costs.

Keywords: corporate responsibility; customers` satisfaction; decision-making processes; Quality Function Deployment; internal processes improvement. (search for similar items in EconPapers)
JEL-codes: L20 M10 (search for similar items in EconPapers)
Date: 2014
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