出版社：Academy of Economic Studies - Bucharest, Romania
摘要：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.
