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Postrzeganie klienta w edukacji a koncepcja nowego zarządzania publicznego – część 1: Tło ekonomiczne, pedagogiczne i prawne

Author(s): Barbara Sujak-Cyrul,Sylwia Dudziak-Kamieniarz / Language(s): Polish Issue: 151/2011

This is the first part of a broader scientific work, related to Polish realities of the changes and transformation time, concerning perception of a customer in education in relation to the concept of New Public Management (NPM). The whole research program is shown. Different meanings of the terms customer and consumer are confronted. References to the pedagogical understanding and economic importance of education in the context of globaliza¬tion and dynamics of labor movements are made. The place of education in the public sector in Poland is outlined, taking into account viewpoints of economists and educators. Basic as¬sumptions of the NPM concept are discussed. Examples of solutions in Polish educational law are analyzed as consistent with the concept of NPM. Conclusions for further detailed studies of perception of a customer in education are drawn.

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Kształtowanie relacji z klientami w działaniach przedsiębiorstw

Author(s): Maja Jedlińska / Language(s): Polish Issue: 151/2011

An imperative is understood as a standard, requirement, obligation. Consumers represent the most important factor influencing successful business. In order to attract them and establish lasting relations with them it is crucial to provide them with satisfaction, or even evoke their admiration. For this reason enterprises have to find out who their clients are and understand their needs, create loyalty programmes, react adequately to comments and complaints, construct company culture with a client occupying focal position in it and being duly “caressed”. An attitude to a client is monitored in every aspect of company functioning. It is established by means of company visualization, the procedures followed, customer service conditions, be¬haviour and outside appearance of staff etc. Favourable image, reputation, loyal clients are reflected in company profit growth, since clients spend more money in it, purchase more of its products, and therefore costs of providing them with due services decrease. Clients` loyalty results in lower staff turnover as they are satisfied with performed work, which translates into positive reactions of clients served by familiar staff. However, declarative nature of such behaviour manifested by companies poses a prob¬lem. Therefore certain questions have to be put forward in order to verify the imperative mentioned in the title of the hereby paper.

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Motywowanie klienta wewnętrznego w organizacjach zarządzanych systemowo

Author(s): Mariusz Giemza / Language(s): Polish Issue: 151/2011

Motivating employees to accomplish their goals and achievements is becoming an increasingly difficult task. A properly motivated worker aims at development and improve¬ment of the management system, and subsequently, achievement of goals set by the top man¬agement of an organization. One of the very important issues in employee motivation is the possibility of improving his / her competencies through various trainings. The necessity of providing the relevant trainings is included in the norms pertinent to management systems. Motivation takes form of financial or non-financial rewards. The proper motivation contrib¬utes to pro-quality activities, particularly in organizations with functioning quality manage¬ment systems.

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Koncepcja klienta wewnętrznego – społeczne problemy praktycznej implementacji

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

The article presents social issues related to the practical application of the internal client concept. The main focus is on the conditions that have to be met for the successful im¬plementation of this concept. The author discusses also the differences between internal and external clients, as well as the possibilities of further research on the subject.

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Postrzeganie klienta w edukacji a koncepcja nowego zarządzania publicznego – część 2: Obraz wyłaniający się z dostępnej nauczycielom literatury naukow

Author(s): Barbara Sujak-Cyrul,Sylwia Dudziak-Kamieniarz / Language(s): Polish Issue: 151/2011

The article is the second part of a broader scientific work, related to Polish reali¬ties of the changes and transformation time, concerning “perception of a customer in educa¬tion” in relation to the concept of new public management. Transdisciplinary research has been made using a method of content analysis. Criteria of the academic literature selection for the analysis have been presented. Levels and detailed results of the analysis, carried out in search of main contexts of the perception, have been showed. The diagnosis of the perception of a customer in education, emerging from the scientific literature potentially available to teachers in Poland, has been formulated for the first time. Conclusions for further detailed studies of perception of a customer in education are drawn.

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Jakość usług wodno-kanalizacyjnych

Author(s): Jarosław Witkowski,Magdalena Graczyk / Language(s): Polish Issue: 151/2011

There is presented in the paper the general methodology of public services man¬agement, particularly in the branch of water and sanitation services, which is applied in natu¬ral monopoly circumstances. There are also described legal rules in scope of balancing the groups of interest of water suppliers (services operator) and the receivers (customers). Au¬thors presents the auditing concept of water-sanitation system. There are defined indexes of monitoring the services in the context of creating benchmarking database which could allow the improvement of standards of public services providing.

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Mozliwości wykorzystania wiedzy o nabywcy w doskonaleniu procesów w łańcuchu dostaw na przykładzie sektora farmaceutycznego

Author(s): Grzegorz Kobyłko / Language(s): Polish Issue: 151/2011

In recent years the pharmaceutical distribution market in Poland has seen many changes, particular importance was the process of consolidation. They were the result of a change in competitive conditions. In this paper, the author concludes, that the basis for com¬petition, is a continuous improvement of the supply chain. The basis for these processes is to identify consumer value. The author presented his own research results, they were made in Polish pharmacies.

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Wpływ technologii informatycznej na jakość procesu usługowego i na klienta

Author(s): Anna Dobrowolska,Wiesław Dobrowolski / Language(s): Polish Issue: 151/2011

A very rapid development of the information technology can be observed during the last decades. More and more organizations decide to introduce new equipment and mod¬ern technology into their service processes hoping to gain competitive advantage. Many serv¬ices that were used to be performed without any computer support, move towards technology-driven Internet operations. These changes have impact on the criteria of evaluating services by clients and on the way of managing client relations by organizations. The paper presents types and examples of services with various degree of technology applied to the client-firm relations, and the changes in the service quality assessment criteria implied by introducing the information technology to the service processes. The changes in management of service proc¬esses that are imposed by introducing new technologies are also discussed.

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Klient jako „początek” i „koniec” prowadzonej działalności

Author(s): Tadeusz Borys / Language(s): Polish Issue: 151/2011

The hereby article, at the background of general discussion referring to the proc¬ess of an organization improvement, presents the concept of transformations in client ap¬proach. It was accepted that, in order to recognize the role of a client in the process of ongoing improvements, one has to concentrate on providing answers to, among others, the following questions: Who is a client? Which market segment he/she represents? What he/she thinks and what are his/her needs? How are his/her needs met? Whether and how are stable relations with clients established in order to win them and support their loyalty? What are the tendencies in extending the category of a “client”? How does manipulation marketing influence relations with clients? What does loyalty and credibility of an organization towards a client mean? Answers to the above important questions may designate the beginning and development of an organization, or its degradation and the end of its performance.

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Kwalitologia konsumencka

Author(s): Romuald Kolman / Language(s): Polish Issue: 151/2011

The paper inserted the basic elements new field of knowledge for consumers. Six tests let Reader very precisely to know the customers role at improvement of economic processes.

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Założenia i uwarunkowania procesu współuczestnictwa klientów w funkcjonowaniu firmy

Author(s): Daniel Gach / Language(s): Polish Issue: 151/2011

In the article the essence of processes of concurring of customers in the action of companies connected with improving their market offer was presented. The author was con¬cerned with the types and expansion of the prosument, i.e. the person who is at least a partial producer of the good which will be consumed by her (definition according to A. Toffler). In the details the mass personalization and the concept of „consumer made” was discussed. Showing the role of the Internet in the development and the intensification of social interac¬tions (also economic) constituted the ground for discussing of the nature of virtual consumer communities. In the last part of the article the example of methodology of its creating was presented.

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Jakość życia mieszkańców jako kryterium budowy modelu referencyjnego logistyki miejskiej

Author(s): Jarosław Witkowski,Maja Kiba-Janiak / Language(s): Polish Issue: 151/2011

The article presents the need to bridge the gap resulting from the cognitive lack of comprehensive empirical studies on the relationship between an effective and efficient system of city logistics and the quality of citizen life. In-depth knowledge of these relationships can become the starting point for building a reference model of city logistics, which, like the sup¬ply chain reference models, SCOR and GSCF, will provide a useful tool for analysis, evalua¬tion and projecting flows and loads in cities. The authors pointed the differences in perception of quality of life category, explained the concept and objectives of city logistics systems and described the stages leading to reach the reference model of city logistics.

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Próba zidentyfikowania profilu potencjalnego nabywcy mięsa w obliczu informacji o zagrożeniu

Author(s): Monika Radzymińska,Dominika Jakubowska / Language(s): Polish Issue: 151/2011

The aim of this study was to show the influence of mass media on the consumer behavior at the time when information about risk appear. This research identified determinants having a significant impact on the probability of buying meat when information about the chemical contamination of meat appear. It has been shown that the probability of purchase meat at the time when information about risk appear is significantly influenced by factors related to: perception of chemical haz¬ards, perception of risk associated with the consequences of chemical hazards and descriptive characteristics of respondents. It was found that when information about risk appear the vast majority of consumers (70%) will not purchase meat products, while 20% will not change their decision and will continue buying meat, choosing a pre-tested brand. It was found that the respondents belonging to the subgroups ‘courageous’ perceive chemical hazards and risks likely to occur at much lower levels than “strongly mistrustful” consumers. A subgroup of “courageous” was equally represented by both women and men, while greater numbers of young people (up to 34 years) and less educated.

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Jakość w sferze usług bankowych

Author(s): Beata Domańska-Szaruga / Language(s): Polish Issue: 151/2011

In a highly competitive market of banking services, in the event of a bank homo¬geneous product and the inability to compete price, quality becomes an important factor in competitiveness. In the article has been raised the problem of specificity in the sphere of qual¬ity banking services with emphasis on the subjective assessment of quality by customers. Considerations have been supported by the results of surveys of individual customers of Bank Pekao SA about the quality of the offered by the bank products.

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Między świątynią a lunaparkiem – muzeum na drodze doskonalenia jakości

Author(s): Roman Batko / Language(s): Polish Issue: 151/2011

The National Museum in Kielce featured in this article is an example of the suc¬cessful implementation of the said management method. The Museum entered the new man¬agement programme in 2009, with the first step being the implementation of the ISO 9001 management standard, followed by the introduction of the CRM communication system and implementation of the ADONIS process management software. In 2010 the management transformation process became symbolically complete when the Museum was honoured with the Polish Quality Award for outstanding performance in the field.

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Orientacja na klienta w powiatach dolnośląskich

Author(s): Marian Kachniarz / Language(s): Polish Issue: 151/2011

Processes of change in the paradigm of public administration is accompanied by conversion of the relationship between local administrations and the society. Expression of these changes is to creation a new type of culture administration. Diagnosis processes, cus¬tomer orientation in local government was the objective of the survey. As a matter of such specific tests selected 26 rural districts of Lower Silesia. The results allow for the positioning of units and their comparison to the best, which contributes to a better and more complete as¬sessment of their functioning. Large variations of the results shows that the modernization process of the self-government functioning and its customer orientation is very mixed.

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Klienci usług seciowych w energetyce

Author(s): Urszula Ropuszyńska-Hanuza,Edyta Ropuszyńska-Surma / Language(s): Polish Issue: 151/2011

Operating conditions of the heat and electric energy distribution companies are compared with regard to the quality assurance of the energy delivery. The results of electric energy and heat service delivery by natural local monopolies are analyzed. Trends and scope changes of competition improvement, monopoly market customer care, quality assurance, and most importantly, commercial quality assurance are proposed. The quality standards based on the legal regulations and customer expectations are characterized. Because of the lack of systematic (market) studies in Poland there is no data available for defining customer service expectations. Problems concerning handling the quality of the customer service according to valid ISO 9001 systems have been analyzed, and a selected heat company was used as the example.

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Obsługa klienta w strategii doskonałości operacyjnej na przykładzie usług hotelarskich

Author(s): Urszula Bąkowska-Morawska / Language(s): Polish Issue: 151/2011

In the article the author presents his own method for recognizing operational ex¬cellence strategy, where customer service is an integral part. Customer service is the process by which companies can build competitive advantage.

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Uczestnictwo i informowanie jako formy oddziaływania administracji publicznej na zadowolenie klientów

Author(s): Olga Kocot-Barabasz / Language(s): Polish Issue: 151/2011

This article presents management methods, that can be used in public sector to increase customers’ satisfaction. Describes different types of customers in public administra¬tion and information tools for authorities to communicate with the public. The article empha¬size the role of feedback in the communication process. Also discusses some aspects employ¬ees’ participation and information as an important element of organizational management and organization development.

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Wpływ wymagań klienta i innych zainteresowanych stron na doskonalenie systemu zarządzania środowiskowego zgodnego z wymaganiami normy ISO 14001

Author(s): Alina Matuszak-Flejszman / Language(s): Polish Issue: 151/2011

This article is about the factors from field of interested parties and customer re¬quirements influencing at improvement of environmental management system according to ISO 14001 in polish companies. In polish companies was conducting researches from July of 2007 to May of 2009 into the factors which influencing at improvement of EMS by Depart¬ment of Standardized Management Systems in Poznan University of Economics. Researches were doing in 1360 companies which have certified Environmental Management System ac¬cording to ISO 14001. There are a lot of important factors which influencing at improvement of EMS such as: commitment of top management, employees’ awareness, competence and motivation, internal audit results and evaluation results of conformance with legal and other requirements which the organisation has undertaken to meet and which concern the compa¬ny’s environmental aspects, opinions and conclusions of interested parties regarding environ-mental performance together with complaints from the community, pressure from the compe¬tition, market requirements and customer complaints, requirements of administration units and requirements of certifying bodies. There are factors from field “interested parties”.

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