Model zapewnienia satysfakcji klientów wewnętrznych i zewnętrznych w organizacji
A MODEL OF THE INTERNAL AND EXTERNAL CUSTOMER SATISFACTION ASSURANCE IN AN ORGANIZATION

Summary/Abstract: The success of an organization with quality management system depends largely on its orientation towards the customer, both internal and external. For better understanding of the concept of functioning of the internal and external client, a model has been developed which identifies relations and feedbacks enabling the effective management of these two groups of clients. The model is an extension of the quality management concept consistent with the norms ISO 9000, and may constitute one of the ways of implementation of improve¬ment activities in an organization.

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