title: Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐ¸ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹ Ð¿ÑÐ¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ð¸ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½ÑÐ° ÐºÐ°ÑÐµÑÑÐ²Ð°
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¼Ð°Ð³Ð¸ÑÑÑÐ°
titleType: Subtitle
title: Creating a customer satisfaction assessment model while implementing qyality management system
Creators: name: ÐÐ°Ð²Ð¸Ð´ÑÐº, ÐÐ°ÑÑ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: 2021
Subjects: Ð­Ð»ÐµÐºÑÑÐ¸ÑÐµÑÐºÐ°Ñ ÑÐ½ÐµÑÐ³Ð¸Ñ
Ð¢ÐµÐ¿Ð»Ð¾Ð²Ð°Ñ ÑÐ½ÐµÑÐ³Ð¸Ñ
ÑÐ¸ÑÑÐµÐ¼Ð° Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½ÑÐ° ÐºÐ°ÑÐµÑÑÐ²Ð°
Ð¾ÑÐµÐ½ÐºÐ° ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹
quality management system
customer satisfaction assessment

description: Ð¢ÐµÐ¼Ð¾Ð¹ Ð²ÑÐ¿ÑÑÐºÐ½Ð¾Ð¹ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ: Â«Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐ¸ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹ Ð¿ÑÐ¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ð¸ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½ÑÐ° ÐºÐ°ÑÐµÑÑÐ²Ð°Â». ÐÐ°Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¿Ð¾ÑÐ²ÑÑÐµÐ½Ð° Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ Ð¿ÑÐ¾ÑÐµÑÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½ÑÐ° ÐºÐ°ÑÐµÑÑÐ²Ð° Ð½Ð° ÑÐ½ÐµÑÐ³ÐµÑÐ¸ÑÐµÑÐºÐ¾Ð¼ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ Ð¸ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐµ Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐ¸ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼ Ð¿ÑÐ¾Ð´ÑÐºÑÐ¸Ð¸. ÐÐ°Ð´Ð°ÑÐ¸, ÐºÐ¾ÑÐ¾ÑÑÐµ ÑÐµÑÐ°Ð»Ð¸ÑÑ Ð² ÑÐ¾Ð´Ðµ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ: 1. ÐÐ·ÑÑÐµÐ½Ð¸Ðµ Ð°ÐºÑÑÐ°Ð»ÑÐ½Ð¾ÑÑÐ¸ Ð¸ Ð¾ÑÐ¾Ð±ÐµÐ½Ð½Ð¾ÑÑÐµÐ¹ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½ÑÐ° ÐºÐ°ÑÐµÑÑÐ²Ð° Ð² ÑÐ°Ð·Ð½ÑÑ Ð¾ÑÑÐ°ÑÐ»ÑÑ Ð¿ÑÐ¾Ð¼ÑÑÐ»ÐµÐ½Ð½Ð¾ÑÑÐ¸. 2. ÐÑÑÐ²Ð»ÐµÐ½Ð¸Ðµ Ð½Ð°Ð¸Ð±Ð¾Ð»ÐµÐµ ÑÐ°ÑÑÐ¾ Ð²ÑÑÑÐµÑÐ°ÑÑÐ¸ÑÑÑ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼ Ð¿ÑÐ¸ ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ. 3. ÐÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð¿ÑÐ¾ÑÐµÑÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð½Ð° ÐºÐ¾Ð½ÐºÑÐµÑÐ½Ð¾Ð¼ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ Ð¸ ÑÐ¾ÑÐ¼ÑÐ»Ð¸ÑÐ¾Ð²ÐºÐ° ÐºÐ»ÑÑÐµÐ²ÑÑ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼. 4. Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð´Ð¾Ð¿Ð¾Ð»Ð½ÐµÐ½Ð¸Ð¹ Ð² ÑÑÑÐµÑÑÐ²ÑÑÑÐµÐ¹ Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐµ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÑÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹ Ð¸ ÑÐµÐºÐ¾Ð¼ÐµÐ½Ð´Ð°ÑÐ¸Ð¹ Ð¿Ð¾ ÑÐ»ÑÑÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½ÑÐ° ÐºÐ°ÑÐµÑÑÐ²Ð°. Ð Ð°Ð±Ð¾ÑÐ° Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð° Ð½Ð° Ð±Ð°Ð·Ðµ ÐÐÐ Â«Ð¢ÐÐ-1Â», Ð³Ð´Ðµ ÑÐ¾Ð±Ð¸ÑÐ°Ð»Ð°ÑÑ Ð·Ð½Ð°ÑÐ¸ÑÐµÐ»ÑÐ½Ð°Ñ ÑÐ°ÑÑÑ ÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ¾Ð³Ð¾ Ð¼Ð°ÑÐµÑÐ¸Ð°Ð»Ð°: ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÑ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½ÑÐ° ÐºÐ°ÑÐµÑÑÐ²Ð°, Ð¿ÑÐ¾Ð¸Ð·Ð²ÐµÐ´ÐµÐ½Ð° Ð¾ÑÐµÐ½ÐºÐ° Ð³Ð¾ÑÐ¾Ð²Ð½Ð¾ÑÑÐ¸ ÑÐ¸ÑÑÐµÐ¼Ñ Ðº Ð¿ÑÐ¾ÑÐ¾Ð¶Ð´ÐµÐ½Ð¸Ñ ÑÐµÑÑÐ¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð³Ð¾ Ð°ÑÐ´Ð¸ÑÐ°. ÐÐ½ÑÑÑÑÐ¼ÐµÐ½ÑÑ Ð¸ Ð¼ÐµÑÐ¾Ð´Ñ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ: Ð°Ð½Ð°Ð»Ð¸Ð·, ÐºÐ»Ð°ÑÑÐ¸ÑÐ¸ÐºÐ°ÑÐ¸Ñ, ÑÑÐ°Ð²Ð½ÐµÐ½Ð¸Ðµ Ð¸ Ð´Ñ. Ð ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐµ Ð±ÑÐ»Ð° Ð¿ÑÐ¾Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ð° ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¸Ð²Ð½Ð¾ÑÑÑ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² ÑÐ¸ÑÑÐµÐ¼Ñ Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½ÑÐ° ÐºÐ°ÑÐµÑÑÐ²Ð°, Ð¿ÑÐ¾Ð¸Ð·Ð²ÐµÐ´ÐµÐ½Ð° Ð´ÐµÐºÐ¾Ð¼Ð¿Ð¾Ð·Ð¸ÑÐ¸Ñ Ð²ÑÐ±ÑÐ°Ð½Ð½Ð¾Ð³Ð¾ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ° Ð¸ ÑÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð¾ Â«Ð´ÐµÑÐµÐ²Ð¾ ÑÐµÑÐµÐ½Ð¸Ð¹Â» Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼ Ð¿ÑÐ¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ð¸ Ð¡ÐÐ. Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½Ñ ÑÐµÐºÐ¾Ð¼ÐµÐ½Ð´Ð°ÑÐ¸Ð¸ Ð¿Ð¾ ÑÐ»ÑÑÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ Ð¸ Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐ¸ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹. ÐÐ±Ð»Ð°ÑÑÑ Ð¿ÑÐ¸Ð¼ÐµÐ½ÐµÐ½Ð¸Ñ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð² ÐÐÐ  Ð·Ð°ÐºÐ»ÑÑÐ°ÐµÑÑÑ Ð² Ð¿Ð¾Ð»ÑÑÐµÐ½Ð¸Ð¸ ÑÑÐºÐ¾Ð²Ð¾Ð´ÑÑÐ²Ð¾Ð¼ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð¸Ð½ÑÑÑÑÐ¼ÐµÐ½ÑÐ° Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ñ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹. ÐÑÐ²Ð¾Ð´Ñ: ÐºÐ»ÑÑÐµÐ²ÑÐ¼ Ð¿ÑÐµÐ¸Ð¼ÑÑÐµÑÑÐ²Ð¾Ð¼ ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹ Ð´Ð»Ñ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð¿ÑÐ¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ð¸ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½ÑÐ° ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÐ²Ð»ÑÐµÑÑÑ ÑÐ»ÑÑÑÐµÐ½Ð¸Ðµ Ð¸Ð¼Ð¸Ð´Ð¶Ð° ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð¸ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ðµ ÐµÐµ ÑÑÐ½Ð¾ÑÐ½Ð¾Ð¹ ÑÑÐ¾Ð¸Ð¼Ð¾ÑÑÐ¸.
description: The topic of the final qualifying work: Â«Development of a methodology for assessing customer satisfaction in the implementation of a quality management systemÂ». This work is devoted to the study of the process of implementing a quality management system at an energy enterprise and the development of a methodology for assessing customer satisfaction with product quality. Tasks that were solved during the study: 1. Study of the relevance and features of the implementation of the quality management system in different industries. 2. Identification of the most common problems in the implementation of the implementation project. 3. Investigation of the implementation process in a specific enterprise and the formulation of key problems. 4. Development of additions to the existing methodology for assessing customer satisfaction and recommendations for improving the quality management system. The work was carried out based on PJSC Â«TGC-1Â», where a significant part of the factual material was collected: the results of the project for the implementation of the quality management system, the readiness of the system to undergo a certification audit was assessed. Research tools and methods: analysis, classification, comparison, etc. As a result, the effectiveness of the processes of the quality management system was analyzed, the selected business process was decomposed, and a Â«decision treeÂ» was formed for the problems in the implementation of the QMS. Recommendations for improving the management system and methods for assessing customer satisfaction have been developed. The scope of the results of the work is to provide the company's management with a tool to increase customer satisfaction. Conclusions: the key advantage of implementing a customer satisfaction methodology for a company when implementing a quality management system is to improve the company's image and increase its market value.