"Service Quality Management Through Customer Orientation "

Abstract

Quality management represents everything an organization shouldensure/accomplish in order to have products which will satisfy the clients’ requestsconcerning quality and the requests of the existent regulations. According to the ISO9000:2000 standard, quality management coordinates activities in order to direct and controlan organization regarding quality. Quality coordination and control generally includessettling a policy concerning quality and quality objectives, planning, control, assurance andimprovement. The main task of service quality management is ensuring that services areprovided at the quality standards requested or expected by the clients, customer orientation. Being customer orientated means being capable to: • build efficient relationships with the customers; • offer clients reliable and high quality services; • help customers find the suited way to satisfy their wishes; • follow the clients’ feedback in order to improve the services’ quality.