SERVICE QUALITY MANAGEMENT THROUGH CUSTOMER ORIENTATION

Larisa-Loredana Dragolea (), Dănuţ Ungureanu and Vatra Dornei

Annales Universitatis Apulensis Series Oeconomica, 2008, vol. 2, issue 10, 48

Abstract: Quality management represents everything an organization should ensure/accomplish in order to have products which will satisfy the clients' requests concerning quality and the requests of the existent regulations. According to the ISO 9000:2000 standard, quality management coordinates activities in order to direct and control an organization regarding quality. Quality coordination and control generally includes settling a policy concerning quality and quality objectives, planning, control, assurance and improvement. The main task of service quality management is ensuring that services are provided at the quality standards requested or expected by the clients, customer orientation. Being “customer orientated†means being capable to: • build efficient relationships with the customers; • offer clients reliable and high quality services; • help customers find the suited way to satisfy their wishes; • follow the clients' feedback in order to improve the services' quality.

Keywords: quality management; principles; customer (search for similar items in EconPapers)
JEL-codes: M12 (search for similar items in EconPapers)
Date: 2008
References: View complete reference list from CitEc
Citations:

Downloads: (external link)
http://oeconomica.uab.ro/upload/lucrari/1020082/48.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:alu:journl:v:2:y:2008:i:10:p:48

Access Statistics for this article

More articles in Annales Universitatis Apulensis Series Oeconomica from Faculty of Sciences, "1 Decembrie 1918" University, Alba Iulia
Bibliographic data for series maintained by Dan-Constantin Danuletiu ().