SHS Web Conf.
Volume 93, 20213rd International Scientific Conference on New Industrialization and Digitalization (NID 2020)
|Number of page(s)
|Modern Management Technologies and the Development of Knowledge-Intensive Activities
|12 January 2021
Ensuring Consumer Satisfaction of Products in the Quality System of the Enterprise Based on the Application of the “Consumer's Risks” method
Bryansk State Technical University, 241035 Bryansk, Russia
* Corresponding author: firstname.lastname@example.org
The paper deals with the basics of ensuring customer satisfaction as one of the conceptual principles of the quality management system (QMS) of the enterprise, based on "Consumer's risks" method, which is a modification of the well-known "Consumer Voice" method. The paper analyzes scientific approaches to the problem under study. The paper gives ground for the prospects of studying personal risks of consumers in order to anticipate their expectations from the company's products based on the application of "Consumer's risks" method, which allows to extrapolate the risks of interested parties to the product characteristics expressed in professional terminology that is understandable for the manufacturer who can implement it. The authors propose a procedure for transferring consumer’s risks into product characteristics and a statistical justification of the priority of their implementation, which allows to balance the requirements of all interested parties. The expediency of using the developed procedure in order to ensure customer satisfaction and increase the competitiveness of the enterprise is proved.
© The Authors, published by EDP Sciences, 2021
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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