| Abstract [eng] |
The satisfaction of a customer depends on service or product quality. The customers make the decisions when they determine the quality of the service or product. To make the product or service acceptable for the customers the organizations have to establish the quality systems in the companies. The quality system can measure organizational quality and point the references for the future. On the other hand, the organizational quality is the overall view of it, but it is necessary to measure communication quality with customers as it is very sensitive department which makes the main influence to the customers. As the customer is the main core of the success of the organization it is very important to tutor the members of the communication with customers department. To accomplish this direction should measure the work of this department. The communication quality with customers is identified in all sectors of our society: among government, individuals, and commercial institutions, but the same communication problems are in all sectors as communication with customers is very specific. However the goal of the work is to identify the problems of communications with customers and to ensure the feedback and quality improvement involving quality criteria that describe the vision and strategy of the organization. The tasks of the work are as follows: • To analyze the concept of quality; • To identify the traditional communication with customers; • To valuate quality systems; • Also to identify the main communication criteria; • And to traverse the e-commerce organization by using quality criteria. The author of this work analyzes the quality systems and describes the influence of them to the organizations, examines the organization using the criteria of communication with customers and describes the usage of them. Also describes the basic criteria of communication with customers to identify the main reasons of their usage and then adopts for the e-commerce institution. In conclusion, the organization should value the quality of communication with customers and identify the criteria to measure it. The organization should choose the criteria that makes sense to the organization and can be represented as value to prepare the quality improvement program. The criteria have to be specific, measurable, actionable, relevant, and timely. Metrics should be simple. If they require a lot of explanation and definition, then collecting data, and translating that data into actions becomes more difficult. Easy-to-understand metrics have a stronger impact on the process and the people who use it. The author has covered a lot of ground at a relatively high level. Specifically, he has defined what he means by a metric, looked at what the organization needs to measure, gave a short overview on some things that may help you establish the metrics to help it to determine what the organization should measure. |
