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SOURCE:    Almanac of Modern Science and Education. Tambov: Gramota, 2014. № 4. P. 49-52.
SCIENTIFIC AREA:    Economic Sciences
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ANALYSIS OF IMPLEMENTATION OF PRINCIPLE "CUSTOMER ORIENTATION" IN MODERN QUALITY MANAGEMENT SYSTEMS (QMS)
Gryzunov Evgenii Sergeevich, Eremeeva Ol'ga Alekseevna
Samara State Aerospace University
Abstract. In the article it is proved that the interaction of the organization with the customer is the crucial moment for its development. Particular attention is paid to the analysis of various factors in the construction of this interaction system. In addition, the calculation of the levels of the customer’s satisfaction with the processes of quality management system is carried out and on the basis of it recommendations for QMS processes monitoring are formulated.
Key words and phrases: система взаимодействия с потребителем, уровень удовлетворенности, уровень лояльности, процессный подход, оценка результативности процесса, аутсорсинговые процессы, system of interaction with customer, level of satisfaction, loyalty level, process approach
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