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 Ð² ÑÐ¸ÑÑÐµÐ¼Ðµ Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½ÑÐ° ÐºÐ°ÑÐµÑÑÐ²Ð° Ð½Ð° Ð¿ÑÐ¾Ð¼ÑÑÐ»ÐµÐ½Ð½Ð¾Ð¼ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸
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: Development of a methodology for assessing customer satisfaction in the quality management system at an industrial enterprise
Creators: name: ÐÐ¸Ð»Ð¸Ð¿ÐµÐ½ÐºÐ¾, ÐÐ½Ð½Ð°
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: 2023
Subjects: ÐÑÐ¾Ð¼ÑÑÐ»ÐµÐ½Ð½ÑÐµ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ
Ð¾ÑÐµÐ½ÐºÐ° ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹
ÑÐ¸ÑÑÐµÐ¼Ð° Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½ÑÐ° ÐºÐ°ÑÐµÑÑÐ²Ð°
Ð¼ÐµÑÐ¾Ð´ Ð¸ Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐ°
evaluation of customer satisfaction
quality management system
method and methodology

description: Ð¢ÐµÐ¼Ð° 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 Ð² Ð¡ÐÐ Ð½Ð° Ð¿ÑÐ¾Ð¼ÑÑÐ»ÐµÐ½Ð½Ð¾Ð¼ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸Â».Â Ð¦ÐµÐ»Ñ Ð´Ð°Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ Ð² 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 Ð² Ð¡ÐÐ Ð´Ð»Ñ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ ÐÐÂ Â«Ð ÐÐ ÐÂ» Ð¸ ÐµÐµ Ð°Ð¿ÑÐ¾Ð±Ð°ÑÐ¸Ñ.Â ÐÑÐµÐ´Ð¼ÐµÑ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ: Ð¾ÑÐµÐ½ÐºÐ° ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹ Ð² Ð¡ÐÐ Ð½Ð° Ð¿ÑÐ¾Ð¼ÑÑÐ»ÐµÐ½Ð½Ð¾Ð¼ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ ÐÐÂ Â«Ð ÐÐ ÐÂ».Â Ð Ð¿ÑÐ¾ÑÐµÑÑÐµ ÑÐ°Ð±Ð¾ÑÑ Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð»Ð¸ÑÑ ÑÐ¼Ð¿Ð¸ÑÐ¸ÑÐµÑÐºÐ¸Ðµ Ð¼ÐµÑÐ¾Ð´Ñ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ: Ð¸Ð·ÑÑÐµÐ½Ð¸Ðµ Ð¸ÑÑÐ¾ÑÐ½Ð¸ÐºÐ¾Ð², Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐ²ÐµÐ´ÐµÐ½Ð¸Ð¹, Ð¼ÐµÑÐ¾Ð´Ñ ÑÑÐ°Ð²Ð½Ð¸ÑÐµÐ»ÑÐ½Ð¾Ð³Ð¾ Ð°Ð½Ð°Ð»Ð¸Ð·Ð°, Ð½Ð°Ð±Ð»ÑÐ´ÐµÐ½Ð¸Ðµ, ÑÐºÑÐ¿ÐµÑÐ¸Ð¼ÐµÐ½Ñ.Â ÐÐ»Ñ Ð¿Ð¾Ð´ÑÐ²ÐµÑÐ¶Ð´ÐµÐ½Ð¸Ñ ÑÐ°Ð±Ð¾ÑÐ¾ÑÐ¿Ð¾ÑÐ¾Ð±Ð½Ð¾ÑÑÐ¸ Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐ¸ Ð±ÑÐ»Ð¾ Ð¿ÑÐ¸Ð½ÑÑÐ¾ ÑÐµÑÐµÐ½Ð¸Ðµ Ð¿ÑÐ¾Ð²ÐµÑÑÐ¸ Ð°Ð¿ÑÐ¾Ð±Ð°ÑÐ¸Ñ. ÐÐ¸Ð°Ð³ÑÐ°Ð¼Ð¼Ð° ÐÐ°Ð½ÑÐ° Ð¿Ð¾Ð·Ð²Ð¾Ð»Ð¸Ð»Ð° Ð¾Ð¿ÑÐµÐ´ÐµÐ»Ð¸ÑÑ Ð´Ð»Ð¸ÑÐµÐ»ÑÐ½Ð¾ÑÑÑ ÑÑÐ°Ð¿Ð¾Ð², ÐºÐ¾ÑÐ¾ÑÑÐµ Ð² Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐµ Ð±ÑÐ»Ð¸ Ð²Ð¸Ð·ÑÐ°Ð»ÑÐ½Ð¾ Ð¿ÑÐµÐ´ÑÑÐ°Ð²Ð»ÐµÐ½Ñ Ð² Ð²Ð¸Ð´Ðµ Ð±Ð»Ð¾Ðº-ÑÑÐµÐ¼Ñ. Ð¡Ð¾Ð³Ð»Ð°ÑÐ½Ð¾ Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐµ, Ð±ÑÐ» Ð¿ÑÐ¾Ð¸Ð·Ð²ÐµÐ´ÐµÐ½ ÑÐ°ÑÑÐµÑ ÑÑÐµÐ´Ð½ÐµÐ¹ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¸ Ð²Ð°Ð¶Ð½Ð¾ÑÑÐ¸ ÐºÑÐ¸ÑÐµÑÐ¸ÐµÐ², Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½ Ð¿ÑÐ¾ÑÐµÐ½ÑÐ½ÑÐ¹ Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»Ñ Ð¿Ð¾ ÐºÐ°Ð¶Ð´Ð¾Ð¹ Ð¾ÑÐµÐ½ÐºÐ¸ Ð·Ð½Ð°ÑÐ¸Ð¼Ð¾ÑÑÐ¸ Ð¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸, Ð²ÑÑÐ¸ÑÐ»ÐµÐ½Ð¾ ÑÑÐ°Ð½Ð´Ð°ÑÑÐ½Ð¾Ðµ Ð¾ÑÐºÐ»Ð¾Ð½ÐµÐ½Ð¸Ðµ Ð¿Ð¾ ÐºÐ°Ð¶Ð´Ð¾Ð¼Ñ ÐºÑÐ¸ÑÐµÑÐ¸Ñ, Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½ Ð²Ð·Ð²ÐµÑÐµÐ½Ð½ÑÐ¹ Ð°Ð½Ð°Ð»Ð¸Ð· Ð´Ð°Ð½Ð½ÑÑ Ð¸ Ð²ÑÑÐ²Ð»ÐµÐ½ Ð¿ÑÐ¾ÑÐµÐ½Ñ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹, ÐºÐ¾ÑÐ¾ÑÑÐ¹ ÑÐ¾ÑÑÐ°Ð²Ð¸Ð» 78%. Ð¢Ð°ÐºÐ¾Ð¹ Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»Ñ Ð³Ð¾Ð²Ð¾ÑÐ¸Ñ Ð¾ ÑÐ¾Ð¼, ÑÑÐ¾ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»Ñ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½ ÑÐ¾ÑÑÑÐ´Ð½Ð¸ÑÐµÑÑÐ²Ð¾Ð¼ Ð¸ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼ Ð²ÑÐ¿ÑÑÐºÐ°ÐµÐ¼Ð¾Ð¹ Ð¿ÑÐ¾Ð´ÑÐºÑÐ¸Ð¸.Â ÐÐ±Ð»Ð°ÑÑÑ Ð¿ÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ¾Ð³Ð¾ Ð¿ÑÐ¸Ð¼ÐµÐ½ÐµÐ½Ð¸Ñ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð² Ð´Ð°Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ ÑÐ¾ÑÑÐ¾Ð¸Ñ Ð² Ð²Ð¾Ð·Ð¼Ð¾Ð¶Ð½Ð¾ÑÑÐ¸ Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ð¸Ñ Ð½Ð° Ð¿ÑÐ¾Ð¼ÑÑÐ»ÐµÐ½Ð½Ð¾Ð¼ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ ÐÐÂ Â«Ð ÐÐ ÐÂ», Ð° ÑÐ°ÐºÐ¶Ðµ Ð¼Ð¾Ð¶ÐµÑ Ð±ÑÑÑ ÑÐ¿ÑÐ¾ÐµÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð° Ð½Ð° Ð´ÑÑÐ³Ð¸Ðµ Ð¿ÑÐ¾Ð¼ÑÑÐ»ÐµÐ½Ð½ÑÐµ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ, ÐºÐ¾ÑÐ¾ÑÑÐµ ÑÐ¾ÑÑÑ Ð¿Ð¾Ð»ÑÑÐ¸ÑÑ Ð¾ÑÐµÐ½ÐºÑ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÑ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹. ÐÑÐ²Ð¾Ð´: ÐÐ¾Ð·Ð³Ð»Ð°Ð²Ð»ÑÑÑÐ¸Ð¼ Ð¿ÑÐ¸Ð½ÑÐ¸Ð¿Ð¾Ð¼ Ð¡ÐÐ ÑÐ²Ð»ÑÐµÑÑÑ Ð¾ÑÐ¸ÐµÐ½ÑÐ°ÑÐ¸Ñ Ð½Ð° Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»Ñ. Ð­ÑÐ¾ Ð¾Ð·Ð½Ð°ÑÐ°ÐµÑ, ÑÑÐ¾ Ð¾ÑÐ½Ð¾Ð²Ð½ÑÐµ ÑÑÐ¸Ð»Ð¸Ñ Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½ÑÐ° Ð´Ð¾Ð»Ð¶Ð½Ñ Ð±ÑÑÑ ÑÑÐ¾ÐºÑÑÐ¸ÑÐ¾Ð²Ð°Ð½Ñ Ð½Ð° Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð¸Ð¸ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ð¹ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»Ñ Ð¸ ÑÑÑÐµÐ¼Ð»ÐµÐ½Ð¸Ð¸ Ð¿ÑÐµÐ²Ð·Ð¾Ð¹ÑÐ¸ ÐµÐ³Ð¾ Ð¾Ð¶Ð¸Ð´Ð°Ð½Ð¸Ñ. Ð Ð´Ð°Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÐµ Ð¿ÑÐ¾Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ð° Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÑ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ ÐÐ Â«Ð ÐÐ ÐÂ», Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð° ÑÐ°Ð±Ð¾ÑÐ°Ñ Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐ° Ð¸ ÑÑÐ¿ÐµÑÐ½Ð¾ Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð° ÐµÐµ Ð°Ð¿ÑÐ¾Ð±Ð°ÑÐ¸Ñ.
description: The topic of the final qualifying work: Â«Development of a methodology for assessing customer satisfaction in the QMS at an industrial enterpriseÂ».Â The purpose of this work is to develop a methodology for assessing customer satisfaction in the QMS for implementation at the enterprise of JSC "RIRV" and its approbation.Â Subject of research: assessment of customer satisfaction in the QMS at the industrial enterprise of JSC Â«RIRVÂ».Â In the course of the work, empirical research methods were used: the study of sources, the analysis of information, methods of comparative analysis, observation, experiment.Â To confirm the efficiency of the technique, it was decided to conduct an approbation. The Gantt chart made it possible to determine the duration of the stages, which were visually presented in the form of a flowchart in the methodology. According to the methodology, the average assessment of satisfaction and importance of criteria was calculated, the percentage indicator for each assessment of significance and satisfaction was determined, the standard deviation for each criterion was calculated, a weighted analysis of data was carried out and the percentage of customer satisfaction was revealed, which was 78%. This indicator indicates that the consumer is satisfied with the cooperation and the quality of the products.Â The scope of practical application of the results of this work consists in the possibility of use at the industrial enterprise of JSC Â«RIRVÂ», and can also be projected to other industrial enterprises that want to get an assessment of customer satisfaction.Â Conclusion: The guiding principle of QMS is customer orientation. This means that the main efforts of management should be focused on meeting the requirements of the consumer and striving to exceed his expectations. In this paper, the activity of the JSC Â«RIRVÂ» enterprise is analyzed, a working methodology is proposed and its approbation has been successfully carried out.