28 KB70 KB23 KB201220252013Boltez, Videštevilka:1letnik:2str. 28-37COBISSID:2048184578ISSN:2232-5204URN:URN:NBN:SI:doc-PCSL9APPslFakulteta za organizacijske študijeRevija za univerzalno odličnostkupcimerjenjepodjetjaposlovna uspešnostprodajaproizvodistoritvezadovoljstvoPilotna študija merjenja zadovoljstva strank z izdelki in storitvami podjetja|RQ: Determine the level of customer satisfaction of a companys products and services to obtain information on needed improvements. Purpose: The purpose of measuring customers satisfaction level is to obtain information directly from the final buyer that bought our product. The next step is to analyze the information obtained and to take the results into consideration to improve the working process in production and in other departments of the company. Method: The method used for the pilot study to measure customer satisfaction was a short questionnaire that was given to 10 customers of our product and 10 completed questionnaires were obtained. Results: The results showed the level of satisfaction of final buyers of roof tiles and roofs that the company has achieved through their products and services. The results facilitate the production, logistics, purchasing and sales department to obtain information on positive satisfaction levels and areas that need change. At the same time, the final buyer was identified (i.e., name, surname, address, and so forth), which up until now had not been. Organization: The organization will save time and money in the future, because it will continuously measure customer satisfaction to improve production and other departments in the organization towards creating satisfied customers. Society: Final buyers of roofs are, and will be, more satisfied with their decisions, because the organization carries out after-sales satisfaction levels. Originality: The research was original, because up to this date the organization has not conducted research in such a manner. Limitations: TheRV: Ugotoviti raven zadovoljstva končnih kupcev naših izdelkov in storitev in pridobiti informacije o potrebnih izboljšavah. Namen: Namen merjenja zadovoljstva kupcev je pridobitev informacij direktno od končnih kupcev, ki so naš izdelek kupili, ki jih ob sedanjem delovanju ne pridobimo. Sledi sprotno obdelovanje prejetih informacij in upoštevanje rezultatov v izboljševanju delovnih procesov v proizvodnji in ostalih oddelkih podjetja. Metoda: Metoda pilotne študije merjenja zadovoljstva strank, je bil anketni list, ki ga je prejelo 10 kupcev naših izdelkov. Na ta način je bilo pridobljenih 10 odgovorov končnih kupcev. Rezultati: Pridobili smo podatek, kakšno stopnjo zadovoljstva pri končnem kupcu strešnikov in strehe dosegamo z izdelki in storitvami. S tem bo proizvodnja, logistika, nabava in prodaja dobila informacijo, kaj delamo dobro in kje je potrebno uvesti spremembe. Hkrati smo tudi identificirali končnega kupca (ime, priimek, naslov, ...), ki ga zaradi trenutnega načina prodaje ne moremo. Organizacija: Organizacija je in bo tudi v prihodnje prihranila čas in denar, ker bomo zaradi stalnega preverjanja zadovoljstva strank, lahko izboljšali delovanje proizvodnje in ostalih oddelkov v organizaciji v smeri ustvarjanja zadovoljnih kupcev. Družba: Končni kupci streh, so se in se bodo počutili bolje ob svoji odločitvi ob dejstvu, da tudi po procesu prodaje naše podjetje skrbi za njihovo zadovoljstvo. Originalnost: Raziskava je originalna, saj podjetje do sedaj ni opravljalo raziskav na tak način. Omejitve: V pilotni študiji je bilo opravljenih le 10 anket, kar predstavlja premajhen vzorec za posplošitev na celotno populacijo kupcevTEXTznanstveno časopisjejournalsSlovenian National E-content AggregatorNational and University Library of SloveniaFakulteta za organizacijske študije v Novem mestu