Klient w teorii i praktyce zarządzania jakością
CLIENT IN CONCEPTS AND QUALITY SYSTEMS

Summary/Abstract: The paper presents chosen aspects of client aspects in quality management. The concept of the customer must be considered in view of the principle of customer orientation. It is closely linked with marketing and personnel management in the company. The concept of customer in the theory and practice of quality management can be categorized by the following criteria: the type of impact, benefits, the location, trade market. This leads to a redefini¬tion of the concept of the product for a process approach in quality management and to deter¬mine the relationship (direct, indirect) among business customers (and their groups). The business models of self-assessment (EFQM, CAF, PNJ), differences in terminology the con¬cept of customer indicates the possibility of its interpretation and categorization. This indi¬cates that the area is preserved freedom in determining the client company or their group. The proposed definition of customer and model of customer relationships between clients is a contribution to the discussion on the consistency of concepts, systems and models of self-as¬sessment in quality management.

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