Wykorzystanie metod i technik zarządzania jakością dla zapewnienia satysfakcji klientów na przykładzie dostawców z branży motoryzacyjnej
QUALITY METHODS USING FOR CLIENTS SATISFACTION ASSURING; BASED ON AUTOMOTIVE INDUSTRY

Summary/Abstract: The following paper presents research methodology regarding the identification and significance assessment of quality management methods and techniques on the example of automotive industry suppliers. It also describes the assumptions underlying particular stag¬es of a multiple-stage research aimed at identifying and assessing the significance of specific methods and techniques as well as determining what motivates organisations to used them. All companies based in Poland which have certified their QMSs against ISO/TS 16949 take part in the research. The first survey was conducted to compile a questionnaire – a research tool to carry out the proper survey. The Delphi method with a panel of experts on automotive industry was used to prepare this survey. The second survey is realised on the full population and is thorough and comprehensive. The results of the second survey can help organisations to implement specific QM meth¬ods and techniques so as to maintain and develop their quality management systems. The re¬sults can also turn out to be significant to actual and potential suppliers of car manufacturers, as well as to any organisation wishing to develop its management system. Another important aspect of this work is verifying the theoretical knowledge on this matter and the actual use of methods and techniques for improvement.

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