engleski

Possibility of Measuring Customer’ s Satisfaction According to ISO 9001: 2000.

Any initiative in the improvement of the system of quality management without measuring the level of customer’ s satisfaction is inefficient. This is the very thing why ISO 9001 : 2000 put the customer and his requirements into foreground, and the process of measuring customer’ s satisfaction is included into 5 processes of quality management. In this paper are presented same of the worldwide-recognized methods of measurements of customer’ s satisfactions, this all for the purpose of efficiency improvement of quality management in enterprises.

quality management ; customer’ s satisfaction

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