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Client Oriented Approach for Assisting Business Improvement Decision Making

Author

Listed:
  • Diana Pitic

    (Universitatea Babes-Bolyai din Cluj-Napoca,)

  • Lucian Pitic

    (Universitatea Tehnica din Cluj-Napoca,)

Abstract

An important aspect of the corporate responsibility towards the customers is to ensure the correct value transfer, through the quality and price of the product/service. By using customer satisfaction in order to measure value and the quality provided to customers, this paper proposes a methodology of assisting management decisions in improving business processes. The proposed techniques and tools, specific to quality management, are used for determining the processes which need to be improved or innovated in order to increase customer satisfaction. Thus, the methodology contributes to the creation of a decision-making framework for an efficient orientation of the resources for maximising the generated value and minimising the costs.

Suggested Citation

  • Diana Pitic & Lucian Pitic, 2014. "Client Oriented Approach for Assisting Business Improvement Decision Making," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 16(35), pages 303-303, February.
    • Handle: RePEc:aes:amfeco:v:1:y:2014:i:35:p:303
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    More about this item

    Keywords

    corporate responsibility; customers` satisfaction; decision-making processes; Quality Function Deployment; internal processes improvement.;
    All these keywords.

    JEL classification:

    • L20 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - General
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

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