title: ÐÑÐµÐ½ÐºÐ° ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹ Ð² ÑÐ¸ÑÑÐµÐ¼Ðµ Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½ÑÐ° ÐºÐ°ÑÐµÑÑÐ²Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ (Ð½Ð° Ð¿ÑÐ¸Ð¼ÐµÑÐµ ÐÐ Â«ÐÐ¾Ð½ÑÐµÑÐ½ Â«ÐÐÐ Â«ÐÐ²ÑÐ¾ÑÐ°Â»)
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð±Ð°ÐºÐ°Ð»Ð°Ð²ÑÐ°
titleType: Subtitle
title: Evaluation of customer satisfaction in the quality mangement system of the enterprise (on the example of JSC Concern AVRORA Scientific and Production Association)
Creators: name: Ð§Ð¸Ð¶Ð¸Ð½Ð°, ÐÑÐµÐ½Ð¸Ñ
Publisher: name: Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ÑÐºÐ¸Ð¹ Ð¿Ð¾Ð»Ð¸ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÐ½Ð¸Ð²ÐµÑÑÐ¸ÑÐµÑ ÐÐµÑÑÐ° ÐÐµÐ»Ð¸ÐºÐ¾Ð³Ð¾
Year: 2019
Subjects: Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½Ñ ÐºÐ°ÑÐµÑÑÐ²Ð°
ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ðµ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼
Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹
Ð²ÑÑÐ²Ð»ÐµÐ½Ð¸Ðµ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼ ÐºÐ°ÑÐµÑÑÐ²Ð°
Ð°Ð½ÐºÐµÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹
Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸Ñ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»Ñ - Ð¿Ð¾ÑÑÐ°Ð²ÑÐ¸Ðº
Ð°Ð½ÐºÐµÑÐ° ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»Ñ
ÐºÐ¾ÑÑÐµÐºÑÐ¸ÑÑÑÑÐ¸Ðµ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ñ
quality management
analysis of satisfaction of consumers
quality control
identification of quality problems
corrective measures
customer satisfaction questionnaire
consumer questionnaire
consumer - supplier relationships

description: ÐÐ±ÑÐµÐºÑÐ¾Ð¼ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ Ð´Ð°Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð»ÑÑÑÑÑ Ð² ÑÐ°Ð²Ð½Ð¾Ð¹ ÑÑÐµÐ¿ÐµÐ½Ð¸ ÐÐ Â«ÐÐ¾Ð½ÑÐµÑÐ½ Â«ÐÐÐ Â«ÐÐ²ÑÐ¾ÑÐ°Â» Ð¸ Ð¾ÑÐµÐ½ÐºÐ° ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹ Ð² ÑÐ¸ÑÑÐµÐ¼Ðµ Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½ÑÐ° ÐºÐ°ÑÐµÑÑÐ²Ð° Ð´Ð°Ð½Ð½Ð¾Ð³Ð¾ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ. ÐÐºÑÑÐ°Ð»ÑÐ½Ð¾ÑÑÑ Ð¸ Ð²Ð°Ð¶Ð½Ð¾ÑÑÑ ÑÐ°Ð±Ð¾ÑÑ Ð² ÑÐ°Ð¼ÐºÐ°Ñ ÐºÐ¾Ð½ÑÐµÑÐ½Ð° Ð¸ Ð¾Ð±ÑÐ¸Ñ Ð¾ÑÐ½Ð¾Ð²ÑÐ²Ð°ÐµÑÑÑ Ð½Ð° ÑÐ¾Ð¼, ÑÑÐ¾ Ð¿Ð¾Ð´Ð¾Ð±Ð½Ð°Ñ Ð°Ð½Ð°Ð»Ð¸ÑÐ¸ÐºÐ° ÑÐ²Ð»ÑÐµÑÑÑ Ð²Ð°Ð¶Ð½ÑÐ¼ ÑÐ»ÐµÐ¼ÐµÐ½ÑÐ¾Ð¼ Ð² Ð¾ÑÐ¸ÐµÐ½ÑÐ°ÑÐ¸Ð¸ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð½Ð° Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»Ñ Ð¸ Ð¿Ð¾ÑÑÐ¾ÑÐ½Ð½Ð¾Ðµ ÑÐ»ÑÑÑÐµÐ½Ð¸Ðµ. ÐÑÐ½Ð¾Ð²Ð½Ð¾Ð¹ ÑÐ¾ÐºÑÑ ÑÐ°Ð±Ð¾ÑÑ Ð¿ÑÐ¸ÑÐ¾Ð´Ð¸ÑÑÑ Ð½Ð° Ð¿ÑÐ¸Ð¼ÐµÐ½ÐµÐ½Ð¸Ðµ Ð´Ð»Ñ Ð´Ð¾ÑÑÐ¸Ð¶ÐµÐ½Ð¸Ñ Ð´Ð°Ð½Ð½Ð¾Ð¹ ÑÐµÐ»Ð¸ Ð°Ð½ÐºÐµÑ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹, ÑÑÐ¾ Ð² ÑÐ²Ð¾Ñ Ð¾ÑÐµÑÐµÐ´Ñ ÑÑÐµÐ±ÑÐµÑ Ð°Ð½Ð°Ð»Ð¸Ð·Ð° ÑÑÑÐµÑÑÐ²ÑÑÑÐµÐ³Ð¾ Ð² ÑÐ°Ð¼ÐºÐ°Ñ ÐºÐ¾Ð½ÑÐµÑÐ½Ð° Ð¿ÑÐ¾ÑÐ¾ÑÐ¸Ð¿Ð° Ð¸ Ð°Ð½ÐºÐµÑ, Ð¸ÑÐ¿Ð¾Ð»ÑÐ·ÑÐµÐ¼ÑÑ Ð´ÑÑÐ³Ð¸Ð¼Ð¸ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸ÑÐ¼Ð¸. Ð ÑÐ¾Ð´Ðµ ÑÑÐ¾Ð³Ð¾ Ð°Ð½Ð°Ð»Ð¸Ð·Ð° Ð±ÑÐ»Ð¸ Ð²ÑÑÐ²Ð»ÐµÐ½Ñ ÑÐ¸Ð¿Ð¸ÑÐ½ÑÐµ Ð¾ÑÐ¸Ð±ÐºÐ¸, Ð¶ÐµÐ»Ð°ÐµÐ¼ÑÐµ Ð·Ð°ÐºÐ¾Ð½Ð¾Ð¼ÐµÑÐ½Ð¾ÑÑÐ¸ Ð¸ Ð¸Ñ ÑÐ¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸Ðµ ÑÐ¾ ÑÐ¿ÐµÑÐ¸ÑÐ¸ÐºÐ¾Ð¹ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð¸ ÐµÐ³Ð¾ Ð¿ÑÐ¾Ð´ÑÐºÑÐ¸Ð¸, ÑÑÐ»ÑÐ³ Ð¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹. Ð ÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð¼ ÑÐ°Ð±Ð¾ÑÑ ÑÑÐ°Ð»Ð°, Ð² Ð¿ÐµÑÐ²ÑÑ Ð¾ÑÐµÑÐµÐ´Ñ, Ð¿ÐµÑÐµÑÐ°Ð±Ð¾ÑÐºÐ° ÑÑÑÐµÑÑÐ²ÑÑÑÐµÐ³Ð¾ Ð¿ÑÐ¾ÑÐ¾ÑÐ¸Ð¿Ð° Ð´Ð»Ñ ÐµÐ³Ð¾ Ð±Ð¾Ð»ÑÑÐµÐ¹ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð² ÑÐµÐ»ÑÑ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹, Ð²Ð¾ Ð²ÑÐ¾ÑÑÑ Ð¾ÑÐµÑÐµÐ´Ñ, Ð²ÑÑÐ²Ð»ÐµÐ½Ð¸Ðµ Ð²Ð¾Ð·Ð¼Ð¾Ð¶Ð½ÑÑ ÐºÐ¾ÑÑÐµÐºÑÐ¸ÑÑÑÑÐ¸Ñ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹ Ð´Ð»Ñ ÑÐµÑÐµÐ½Ð¸Ñ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼ ÐºÐ°ÑÐµÑÑÐ²Ð°, ÐºÐ¾ÑÐ¾ÑÑÐµ Ð¼Ð¾Ð¶ÐµÑ Ð²ÑÑÐ²Ð¸ÑÑ Ð°Ð½ÐºÐµÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ.
description: The objects of the study of this work are equally JSC Concern AVRORA Scientific and Production Association and the assessment of customer satisfaction in the quality management system of the enterprise. The relevance and importance of work within the concern and in general is based on the fact that such analytics is an important element in the orientation of the enterprise towards the consumer and continuous improvement. The main focus of the work is on the use of customer satisfaction questionnaires to achieve this goal, which in turn requires an analysis of the prototype existing within the concern and the questionnaires used by other enterprises. In the course of this analysis, typical errors, desired patterns and their correlation with the specifics of the enterprise and its products, services and consumers were identified. The result of the work was, first of all, the processing of the existing prototype for its greater efficiency in order to assess customer satisfaction, and secondly, identifying of possible corrective measures to solve quality problems that questionnaires can reveal.