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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.

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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.

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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.

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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.

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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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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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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