Analýza a zavádění systému managementu jakosti dle ISO 9001 v malé organizaci se zaměřením na spokojenost zákazníka

Abstract

The aim of the thesis was to analyze the implementation of quality management system in small organization with regard to customer satisfaction and to determine the recommendations based on this assessment.

The theoretical part is aimed at defining the characteristics of a quality management in a small organization and general principles. They also propose ways to implement the measurement of customer satisfaction.

The practical part describes the course of the satisfaction measurement and evaluation. Data for evaluation were obtained using the proposed questionnaire which was provided at the end of mediated training organization. The present state analysis was carried out, the satisfaction signs were defined. For the results evaluation the value of calculation of customer satisfaction index method was used as well as the method of the comparison with the help of selected averages and standard differences.