Communication with customers and its impact on the profitability of quality

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Communication with customers and its impact on the profitability of quality

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Título: Communication with customers and its impact on the profitability of quality
Autor: Linczényi, Alexander; Nováková, Renata
Resumo: Quality management has to consider a lot of new aspects regarding the latest trends in the field. Authors of proposed paper will point at the interconnection of three major aspects: technical, communication and economical aspect. Authors proposed from these aspects Triad of quality. The main aim of quality management is essentially increasing the effectiveness indicators in organisation rather than satisfying customers by certain product properties or focusing on increasing the market share. Authors propose indicators of profitability quality- returns on quality ROQ Authors proposed triad of quality as a new way of perceiving the economical aspects of quality. The paper will comprise a proposal of system of indicators based on communication aspect and economical aspect of quality.
URI: http://hdl.handle.net/10437/5981
Data: 2013


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