| Popis: |
In the enterprise world of today, the organizations that occupy privileged places in the market, offer their products in the proper place and moment, with competitive prices and the appropriate quality at minimum possible cost. The use of quality as a strategic weapon implies the development of an organizational culture through out the enterprise parts, guided to obtain a final product or service that not only satisfies the customers´ expectations, but enhances them. The customers´ orientation and quality management has been object of different theories and enterprises focuses, which through their evolution have converged to the costumer. In this work it is proposed the implementation of a Procedure, scientifically validated, to evaluate the costumer’s orientation, to contribute to improve the Quality Management in the Cuban enterprises. In the diagnosis procedure the customers´ criteria are identified, the degree of the costumer’s orientation is evaluated and the incidences that influence on the quality management are analyzed. Some actions were proposed based on the diagnosis´ results to the possible causes solution. |
