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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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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.

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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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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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