Customer-oriented approach in the quality management system: an axiom or demand of the time
DOI:
https://doi.org/10.52575/2687-0932-2021-48-2-244-251Keywords:
internal customer focus, criteria of internal customer focus, corporate communications, development of internal customer focus, assessment of internal customer focus, strategies for interacting with internal customers, effects of internal customer focus, staff loyaltyAbstract
In a turbulent economy, the development of a quality management system is becoming increasingly important. A customer-oriented approach is becoming one of the basic principles in the organization's management system. The level of employee satisfaction with working conditions has a significant impact on the performance of the organization. In this connection, there is a need to develop internal customer focus. The purpose of this study is to define and systematize the main criteria of customer focus through the prism of the concept of lean management. As a result of the study, the main conditions for the formation and maintenance of the internal client-orientation of the organization were identified and summarized. The article considers the effects of internal customer focus arising from the improvement of interaction and the formation of a culture of relationships between the organization's personnel. The research results can be used in the process of development of the organization's quality management system.
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