We kindly inform you that, as long as the subject affiliation of our 300.000+ articles is in progress, you might get unsufficient or no results on your third level or second level search. In this case, please broaden your search criteria.

Download

Benchmarking personalny narzędziem doskonalenia się nauczyciela akademickiego

Author(s): Joanna Ejdys / Language(s): Polish Issue: 151/2011

In the paper set of attributes of university teacher which decided about its excel¬lence were presented. Results of own research conducted among Bialystok Technical Univer¬sity students and review of survey used in teacher’s assessment process determined list of at¬tributes of university teacher. Attributes of university teacher divided into eight groups, were used to define benchmarking process as a tool of continual improvement of university teacher. Four stages of benchmarking process were discussed in paper. Author pointed more attention to data analyse. Check list as a self-evaluation tool was proposed.

More...

Download

Orientacja na klienta i dobre praktyki w kształtowaniu relacji na rynku pracy

Author(s): Tomasz Taraszkiewicz,Dariusz Kuczyński / Language(s): Polish Issue: 151/2011

The unemployed as well as jobseekers are a very demanding group of customers. Their structure is characterized by high dynamics of changes, on one hand dictated by the circumstances of political system’s transformation, and on the other by current labour mar¬ket’s situation and the implications of the 2007-2009 global financial crisis. Expectations grow and preferences evolve, due to the progress and development of civilization. Undoubtedly, many valuable initiatives are taken up by The County’s Labour Office in Gdansk. Innovative projects are launched and new undertakings are carried out. The idea of customer orientation is inscribed into the daily work of the office. Well-considered solutions used to shape the relations in the labour market over time become a good practice, setting an example for other offices to follow.

More...

Download

Rola znakowania i certyfikacji systemów jakości w procesie spełnienia wymagań klienta na przykładzie branży hotelarskiej

Author(s): Marek Jarzębiński / Language(s): Polish Issue: 151/2011

The objective of the article is the presentation of the role of labelling and certifica¬tion systems in the process of meeting the quality requirements of external customers (hotel guests). The scope of research covers the following elements: standardised and non-standard¬ised quality management systems implemented in hotel industry enterprises as well as label¬ling and certification systems used by European and Polish tourist industry organisations. The author proves that contemporary labelling and certification systems determine and confirm not only the level of the quality of provided services but also the quality of service provision processes as well as the quality of system management. The article shows that labelling and certification systems support the process of evaluating the functioning of a quality system. Such systems define a scope of quality requirements whose fulfilment is expected by the cus¬tomer. They confirm a degree of requirement fulfilment at various advancement levels of quality systems.

More...

Download

Model zapewnienia satysfakcji klientów wewnętrznych i zewnętrznych w organizacji

Author(s): Urszula Balon,Joanna Dziadkowiec / Language(s): Polish Issue: 151/2011

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.

More...

Download

Wybrane aspekty pomiaru satysfakcji klienta – stadium teoretyczno-empiryczne

Author(s): Małgorzata Chojnacka / Language(s): Polish Issue: 151/2011

In the contemporary world a particularly important skill is the ability to appropri¬ately gather and process the data on consumers and their satisfaction. The following article is an attempt to appraise the acquired knowledge concerning the above mentioned concepts by enterprises ameliorating quality. The results shed some light on the core and role of the extent of client’s satisfaction in the pro-quality organizations.

More...

Download

Ocena satysfakcji klienta po wprowadzeniu innowacyjnej usługi przez MPK w Siedlcach

Author(s): Wioletta Wereda / Language(s): Polish Issue: 151/2011

In the 90s companies have realized that they are not able to stay on the market without customers. It is thanks to purchasers of the company has the opportunity of existence on the market. The object of the competition has become so knowledge about the client, its requirements, and finally a sense of satisfaction at the cooperation with the company. The consumer becomes the real buyer if his expectations were fully realized, and when he is de¬livered in some kind a unique value. The purpose of the article is an attempt to determine the level of customer satisfaction after introduction on the local market the innovative service by the city company MPK in Siedlce. This product is designed to improve the quality of customer service and satisfaction of consumers using services of this company.

More...

Download

Jakość procesu kształcenia w szkole wyższej – propozycja determinant i próba oceny

Author(s): Stanisław Popek,Jarosław Świda / Language(s): Polish Issue: 151/2011

The article presents the basic area for assessing the quality of education in high school. It provides an assessment of the quality of education from the perspective of students at one of public universities. In the conducted empirical studies, special attention was focused on two main issues: the organization of the process of teaching and studying conditions.

More...

Download

Oczekiwania i zadowolenie klienta jako wyznaczniki kierunków doskonalenia znormalizowanych systemów zarządzania

Author(s): Tomasz Brzozowski / Language(s): Polish Issue: 151/2011

There is very important to focus attention on customers expectations on the way of management systems improvement. It is especially important meter for service companies which stay in direct relation with their clients. On the basis of IT enterprise author introduces a systems mechanism concerning the customer relationship improvement, which use survey research, CRM system and employees engagement.

More...

Download

Pomiar i ocena jakości usług z zastosowaniem liczb rozmytych – aspekty metodologiczne i przykłady zastosowań

Author(s): Bartłomiej Jefmański / Language(s): Polish Issue: 151/2011

The paper presents a new approach with an application of fuzzy set theory ele¬ments in a service quality measurement. Graphical presentations and membership functions of fuzzy numbers which are the most often applied in service quality surveys were indicated. The paper presents also a short review of selected world surveys in service quality research with applications of fuzzy numbers. Examples of basic arithmetic operations on fuzzy num¬bers are included.

More...

Download

Społeczna odpowiedzialność małego przedsiębiorstwa – w kierunku uczciwego traktowania klienta

Author(s): Agnieszka Sokołowska / Language(s): Polish Issue: 151/2011

The article concentrates on presentation of customer as subject of small enterprise social responsibility in relation to realization of stakeholders theory and specific of small en¬terprise activity. Author presents considerations about responsibility and honesty as basis so¬cial responsibility conception and fundamental purposes, expectations and worth carrier for customers, also social responsibility activity of small enterprise, witch basis is honesty cos¬tumer treatment. Considerations are theoretical and empirical.

More...

Download

Wykorzystanie metod badań satysfakcji klientów banku

Author(s): Elżbieta Aleksandra Studzińska / Language(s): Polish Issue: 151/2011

The following paper studies the topic of the most important methods of examining customer satisfaction in the banking sector. It discusses the measurement process as well as the level of client satisfaction. The study indicates that customer satisfaction is one of the most vital determinants which form customer loyalty towards the bank. The client is the source of knowledge about the banking products and the quality of service provided by the bank. Fur¬thermore it shows the occurring changes in how the banks are run which of course influence the existing client-bank relationship. The customer now has the opportunity to take advantage of a variety of banking offers provided by different banks, and because of that he ceased to be a regular customer associated with only one bank. This means that nowadays banks have to adjust to the growing customer demands by increasing client satisfaction. A large emphasis has been put on the measurement process and the level of customer satisfaction.

More...

Download

Klient w modelach oceny opiniodawczej

Author(s): Janusz Zymonik / Language(s): Polish Issue: 151/2011

The paper characterises two types of assessment: conformity assessment and evaluative assessment. The evaluative assessment has been systematized, specifying its most important models, which in the form of various contests and promotional programmes have been employed in Poland over the last two decades. Seven examples of evaluative assessment models concerning products and management systems have been discussed in more detail. Differences between the regulations for such models have been identified with regard to the customer approach and the manner of gathering customer opinions on the object being as¬sessed.

More...

Download

Możliwości wykorzystania modeli doskonałości w systemach zarządzania jakością wyższych uczelni

Author(s): Piotr Grudowski / Language(s): Polish Issue: 151/2011

The paper presents the concept of the development model of quality management system for higher education institutions, considering specific conditions existing in these or¬ganizations and their social and legal environment. The opportunities of the application of the CAF (Common Assessment Framework) model as a university quality management system improvement tool are emphasized.

More...

Download

Klient i wartość tworzona dla niego w organizacji

Author(s): Zofia Zymonik / Language(s): Polish Issue: 151/2011

The article presents forming value for external client. The essence and definition of client in context of historical social and economical conditions has been interpreted. The study shows that internal clients are helpful in creating the product value for external client. It suggests that product value of organization should be enriched with value of human capital. Reference to the Toyota concern has been made where these two sorts of value make a kind of DNA chain. An author’s model of creating value for the client based on the principles allow¬ing improving the level of life quality has been worked out.

More...

Download

Orientacja na studenta i absolwenta w projektowaniu programów studiów na podstawie efektów uczenia się

Author(s): Ewa Konarzewska-Gubała / Language(s): Polish Issue: 151/2011

We are the stakeholders of implementation process of the European and Polish Qualification Framework. It results in specific tasks and challenges for high education institu¬tions responsible for highest levels in qualification structure. The final purpose of this activi¬ties is focused on competitiveness of European economy on the way of improving the quality of high education in Europe. To make changes more dynamic, flexible and sensitive on the changes of labor markets and on the student individual needs and aspirations the concept of learning outcomes is rec¬ommended as a base for curriculum development. The aim of paper is to explain the essence and methodology of learning outcomes ap¬proach and it justification in the context of the fundamental TQM principle – Customer Ori¬entation principle.

More...

Download

Wykorzystanie metod i technik zarządzania jakością dla zapewnienia satysfakcji klientów na przykładzie dostawców z branży motoryzacyjnej

Author(s): Jacek Łuczak / Language(s): Polish Issue: 151/2011

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.

More...

Download

O strategii przedsiębiorstw zorientowanych na wartość dla klienta

Author(s): Krystyna Lisiecka / Language(s): Polish Issue: 151/2011

The aim of a paper was to approximate the content of the principle of customer orientation in the light of selected items of literature, also to draw attention to the erroneous opinions among producers about the behaviour of the customer and to present the results of customer satisfaction research in the field of standardized management systems certification. Tests and results obtained were an expression of listening to the voice of the customer, find out how customers make choices and what is expected from the selected provider. The obtained results of customer satisfaction have been used for the improvement of the certification body under the principle of continuous improvement. The principle of customer orientation has launched a potential of continuous improvement principle.

More...

Download

Komunikacja jako czynnik kształtujący lojalność klientów w sektorze usług telekomunikacyjnych

Author(s): Stanisław Tkaczyk,Jolanta Kołuda / Language(s): Polish Issue: 151/2011

The essay presents selected aspects related to the communication process and its impact on customers’ loyalty in the sector of telecommunication services. It was said for example that one of the ways of gaining a dominant position on the com¬petition market could be designing and implementing of appropriate communication model that enable the company to create and keep lasting relations with its customers.

More...

Download

Zastosowanie metody IPA w badaniu jakości usług edukacyjnych szkoły wyższe

Author(s): Marta Kusterka-Jefmańska / Language(s): Polish Issue: 151/2011

Importance-Performance Analysis (IPA) is one of the most popular and easily-applied method in service quality surveys. The end product of this method is an easy-to-inter¬pret two-dimensional grid that suggest possible courses of action based upon where a particu¬lar attribute falls. The aim of this paper is applied IPA to measure educational services quality one of the Department on Wroclaw University of Economics.

More...

Download

Zarządzanie relacjami z klientami jako czynnik przewagi konkurencyjnej w energetyce

Author(s): Grażyna Paulina Wójcik / Language(s): Polish Issue: 151/2011

The progressive liberalization and the globalisation of economy (leading to the growth of supply and drift of barriers restricting the activity of competition) strengthens im¬portance of the ability to detect changes in customers’ needs and of quick reaction to them. These changes should provoke the organizations to look for their own style of management of the relationship with customers. Organizing suitable flow of information but first of all real¬izing the weight of such information, is one of the more important challenges faced by com¬panies active in market economy. Such knowledge permits organizations to enlarge their adaptive ability, enables optimum utilization of marketing budgets, and consequently enlarges the revenue. At the time of hyper competition special meaning is given to the skill of starting and maintaining positive and long-term relationships with customers.

More...