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