Direktor Sektora za standard i kvalitet, Direkcija za zajedničke poslove u osiguranju, Kompanija „Dunav osiguranje“ a.d.o.
CUSTOMER SATISFACTION AS ULTIMATE GOAL OF QUALITY MANAGEMENT
The paper briefly describes the manner in which quality concept has
evolved from inspection and quality control, to quality management system,
stressing the contribution of a so-called „quality guru“ and subsequent excellence
which has become a form of standard for a successful performance. The series of
quality management standards and quality management systems are presented,
together with current versions of related standards and manners in which they can
be applied in organizations. Quality management systems need to be constantly
improved through the concepts defined in the very standards. The organization,
which sets the quality as one of its priorities, actually puts the customers’ needs and
satisfaction first. The paper provides the main guidelines for achieving quality in an
organization and methods for measuring customer satisfaction.
Key words: quality; customer satisfaction; management systems; standards