title: ÐÐ¾Ð²ÑÑÐµÐ½Ð¸Ñ 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
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: Increasing customer satisfaction in the quality management system of the company
Creators: name: ÐÑÐ°ÐµÐ², ÐÐ¸ÐºÐ¸ÑÐ°
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: ÑÐ¸ÑÑÐµÐ¼Ð° Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½ÑÐ° ÐºÐ°ÑÐµÑÑÐ²Ð°
Ð±ÐµÑÐµÐ¶Ð»Ð¸Ð²Ð¾Ðµ Ð¿ÑÐ¾Ð¸Ð·Ð²Ð¾Ð´ÑÑÐ²Ð¾
Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ðµ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹
Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹
quality management system
lean manufacturing
customer satisfaction improvement
customer satisfaction analysis

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description: The purpose of the work is to analyze the processes taking place in the scholarship and contract department of SPBPU within the quality management system from the side of increasing customer satisfaction, as well as the search for ways to improve these processes. To achieve the goal, the following tasks were implemented: â analysis of theoretical foundations of increasing customer satisfaction in the quality management system of service enterprises; â to analyze the activity of the scholarship and contract department with the help of lean production tools; â identify bottlenecks in the activities of the scholarship and contract department; â develop recommendations for improving the processes in the scholarship and contract department; â summarize the obtained data and draw conclusions. The relevance of the topic is due to the need to attract students of contract and budgetary basis of education, who show good results in various Olympiads and interuniversity competitions. All the main processes in the Scholarship and Contract Department were analyzed, errors in them were identified, and those that directly affect customer satisfaction were reviewed in detail. A survey among students was conducted based on the results of which a set of measures to improve the processes of applying for a scholarship was developed. These activities will improve the efficiency of the department, as well as increase satisfaction among students at the university. Information and digital technologies were used to search for information: scientific electronic library "elibrary.ru", electronic library "Lun", "ConsultantPlus", in data processing were used visualization tools of Microsoft Office.