Wybrane mikro- i makroekonomiczne zjawiska gospodarcze a orientacja na klienta współczesnych przedsiębiorstw

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

The author has made the characterization of the major phenomena of micro-and macro-economic terms of their influence on the behavior of the organization. He drew atten¬tion to the factor stimulating changes in market behavior of enterprises. These factors include the development of information systems, lack of capital constraints, the elimination of tech¬nological limitations and competence. This article attempts to determine the relationship be¬tween selected maps of economic phenomena.

Działania podejmowane przez przedsiębiorstwa doskonalące systemy zarządzania jakością w zakresie budowania relacji z klientami na rynku B2B

Author(s): Maciej Urbaniak / Language(s): Polish Issue: 151/2011

The article presents different forms of action undertaken by the companies which improving quality management systems in terms of building relationships with customers in the B2B market. The results of this study indicate that the enterprises operating in Poland, wanting to form partnerships with customers, focusing primarily on the conduct of effective communication with them by responding to the complaints, the analysis of needs and expecta¬tions of customers, and providing detailed information on products. Important role in building partnerships plays a flexibility to our customers’ requirements and the conduct of their joint research and development of product innovations. Significant role in shaping the image of companies to institutional purchasers may also influence quality system complying with the requirements of ISO 9001 standard.

Orientacja na potrzeby proekologicznego konsumenta

Author(s): Sabina Zaremba-Warnke / Language(s): Polish Issue: 151/2011

The article presents the characteristic of relative new needs group which are con¬nected with clean environment. The article contains also the analysis of the role which “clean environmental needs” play for modern enterprise with a special attention to a green consumer characteristic. In the article it is also shown what kind of needs has a green consumer and how can firm meet these needs.

Perspektywa klienta w wybranych koncepcjach pomiaru osiągnięć przedsiębiorstwa

Author(s): Marta Chudykowska / Language(s): Polish Issue: 151/2011

The integrated performance measurement systems became popular along with the Balanced Scorecard, the concept developed by Robert S. Kaplan and David P. Norton in 1992. The horizon extension, proposed by Kaplan, (four dimensions of the company’s shape: finan¬cial, customer, internal business and innovation and learning perspectives), has turned the light on the need of the follow up and analysis – with the quantitative indicators – the cus¬tomer perception and priorities with regards to the product or company’s activity. The per¬formance measurement systems and the metrics used, treat the customer’s perspective in a different way – some as a priority and the main focus, some other as a part of the bigger picture. Also the actions, taken basing on the different metrics, differ one to another. This paper illustrates the customer perspective evolution in the selected performance measurement systems. Also, it distinguishes two ways of customer satisfaction improvement: proactive or reactive, which is enabled by different, customer-oriented measurements and metrics.

O zadowoleniu klientów sektora dóbr szczególnych

Author(s): Zbigniew Kłos / Language(s): Polish Issue: 151/2011

In the paper the issue of satisfaction of consumers of special goods sector is con¬sidered. Focusing on one of the most significant good in this sector – wine – fundamental as¬pects of satisfaction are discussed in detail. Then the issue of static and dynamic approach of gaining satisfaction is presented.

Wpływ systemu zarządzania środowiskowego ISO 14001 na zadowolenie klientów na przykładzie organizacji z branży elektroenergetycznej

Author(s): Bartosz Fortuński / Language(s): Polish Issue: 151/2011

In this paper, author will try to show aspects that are supposed to meet the clients’ expectations in organization with have EMS. Author showed different types of organization clients as well as their connections with EMS. The clients were arranged in respect of different stages of implementation and functioning of EMS as well as its guidelines and requirements. Observations concerning client satisfaction were based on one organization related to power industry. In relation to the organization, an analyse of aspects that influence satisfaction of particular buyers was carried out. An attempt was made to find an answer wheter EMS in¬fluences clients satisfaction. It was discussed basing on varied organization’s data and infor¬mation.

Obsługa klienta jako źródło przewagi konkurencyjnej na przykładzie hotelu. Znaczenie czynnika personalnego

Author(s): Mieczysław Morawski / Language(s): Polish Issue: 151/2011

In the article they showed that on the market of professional services a customer service was a basic strength of a company. A staff is deciding on the level of this service. The significance of the a professionally-made staff is particularly evident in functioning of hotels.

E-administracja publiczna orientacją na klienta (obywatela) na przykładzie projektu SEKAP

Author(s): Ewa Czyż-Gwiazda,Tomasz Papaj / Language(s): Polish Issue: 151/2011

The paper is about e-administration which is perceive as a possibility to realize customer (citizen) orientation in Poland. Customer orientation is perceive as a consequence of changes that can we observe in public administration and is a part of Public Governance con¬cept. In the paper there are results of conducted research during SEKAP project in local government offices in Silesia Region. The paper shows present and future potential opportunities for customer and citizens. The research results shows also that realization and improvement of SEKAP project is the realization of customer (citizen) orientation.

Ocena usługi edukacyjnej

Author(s): Zenon Foltynowicz,Marta Purol / Language(s): Polish Issue: 151/2011

Faculty of Commodity Science is the organization with the experience in the area of quality management in the frame of organizational structure of Poznań University of Eco¬nomics. The Faculty led own management policy oriented among other on improvement of relation with internal and external client. To this end systematically conciliate and analyze data concerning changing requirements and expectation of students. This data are exploiting to trend strategy as well as planning action for improvements of Faculty managements system. In the paper the latest results of the investigation of requirements and expectation of students of The Faculty of Commodity Science PUE which effect on the formation of educa¬tional offer, improvement of internal communication, organizational changes as well as in¬crease of awareness of coworkers. The dialog and candour policy of faculty authorities bear of implementation of real affairs leading to the obtaining of better results of scientific and teaching activity as well as strengthen of leading position on the educational market.

Audyt drugiej strony jako badanie zadowolenia klienta i szansa na rozwój

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

The second-part audits seems to be very important part of communication with customer. During second-part audit supplier has opportunity to check, if every customer re¬quirement is implemented. So it’s a great way to improve management system in accordance with standards given by customer. Unfortunately second-part audits are not blameless. In this paper some problems with second-part audits are presented.

,,To miasto penerami wypełnione jest po brzegi"

Author(s): Jacek Zwierzyński / Language(s): Polish Issue: 02/2012

Podskórny Poznań: poezja

Author(s): Jerzy Borowczyk,Kira Pietrek,Szczepan Kopyt,Maria Magdalena Beszterda,Joanna Roszak,Joanna Żabnicka,Przemysław Wolski / Language(s): Polish Issue: 02/2012

Poznań, New Roman-Kopyt, Pietrek, Rolando, Wolski, Żabnicka; Poezja, media i Marks; Pęd i popęd, denat: mężny chwat na emigracji w houston główny bohater: ruscy zniszczyli mu całe wakacje zbrodnia: zdarzy sie podmiot liryczny: przewodzi własnym zespołem; huczenie, szeleszczenie. sztolnia; Po majówce Pasmo poranne, Pani Jesień; (...)

+50 do współczynnika KULTURA, Reportaż o środowisku graczy w Poznaniu

Author(s): Julia Czerniuk / Language(s): Polish Issue: 02/2012

Przechadzki po fantastycznym Poznaniu

Author(s): Tomasz Ewertowski / Language(s): Polish Issue: 02/2012

This article presents the work of three authors of fantasy fiction from Poznań: Michał Protasiuk, Maciej Guzek, and Wojciech Szyda. The main topic discussed is their various visions of Poznań: from the phantasmagorian Po’sen and dark Posenstadt of Szyda’s stories, to the futuristic vision of the city in Protasiuk’s Celebration of the Revolution, and Poznań as a global centre for the magic industry in Guzek’s stories.

Ulica Graniczna w Poznaniu

Author(s): Piotr C. Kowalski / Language(s): Polish Issue: 02/2012

Pamflet na wszystkich ludzi (8)

Author(s): Edward Pasewicz / Language(s): Polish Issue: 02/2012

Podskórny Poznań: proza

Author(s): Adam Adamczyk,Bianka Rolando,Kuba Wojtaszczyk,Katarzyna Langosz / Language(s): Polish Issue: 02/2012

Rolando: "Abiku"; Adamczyk: "Ten jeden to był na mój gust"; Wojtaszczyk: "Święty obrazek, który nie chciał Niemca", "Wzowdowiec"; Langosz: "Strach. Pętle, koła"

Jeżyce oczywiste/nieoczywiste

Author(s): Ewa Rewers,Piotr Juskowiak,Weronika Maćków,Marianna Michałowska / Language(s): Polish Issue: 02/2012

The article deals with the cultural identity of Jeżyce. The authors show the heterogeneous face of urban memory, reflecting on Jeżyce’s sexuality identity, and following the forms of resistance characteristic of the district’s inhabitants. Through cultural practices, public spaces are incorporated into public discourses – journalism, writing about science and the arts – producing an axiological “obviousness” that is dominant in the culture of a specific place and time. The text is based on research conducted in late 2011 and 2012 by students of cultural studies at Adam Mickiewicz University in Poznań.

Podskórny Poznań: anatomia

Author(s): Kira Pietrek,Szczepan Kopyt,Adam Kaczanowski,Dariusz Sośnicki,Edward Pasewicz / Language(s): Polish Issue: 02/2012

Kaczanowski: "Rusa, deska przy Browarze"; Rolando: "Cerussa"; Pietrek: "co słychać na placu Kolegiackim"; Kopyt: "Lekkoatletyka jeżycka"; Pasewicz: "Lamed na kocich łbach"; Sośnicki: "W przyszłość"

Recenzje

Author(s): Krzysztof Głuch,Adam Adamczyk,Witold Paprocki,Marta Senk,Katarzyna Lisowska,Krzysztof Hoffmann,Tomasz Zarębski,Jacek Uglik,Jan Kowalski,Joanna Żabnicka / Language(s): Polish Issue: 02/2012

Głuch: "Księga Kosmos Kryminał" (Wojciech Szyda "Stroiciel ciszy"); Adamczyk: "Nic nie żyje trwale w słońcu" (Philippe Aries "Człowiek i śmierć"); Lisowska: "Szatkowanie poezji" (Robert Rybicki "Masakra kalaczakra"); Żabnicka: "Ske(r)cz(o)" (Artur Daniel Liskowacki "Skerco"); Uglik: "Mordercy niczym się od nas nie różnią" (Paul Britton "Profil mordercy"); Senk: "Literackie kobe le Carrego" (John Le Carre "Zdrajca w naszym typie"); Kowalski: "Piekielny napar o rajskim smaku" (Bozidar Jezernik "Kawa"); Paprocki: "Lista przebojów Mahlera" (Gustav Mahler "The People's Edition [Symfonie I-X]"); Zarębski: "Powtórzenie" (Jan Sebastian Bach "Motetten"); Hoffman: "Miasta, miasta" (Między pismami)