UDC 005.65
DOI: 10.36871/ek.up.p.r.2023.12.02.001
Authors
Daria A. Gashnikova,
Yulia A. Gashnikova,
Bauman Moscow State Technical University
Abstract
The article presents a model of a comprehensive assessment of the customer orientation of
an organization, which allows for timely management and development of measures to improve customer
orientation through changes in products and services provided.
The complexity of the assessment is provided by the analysis of information received from both clients
and employees of the organization. Based on the information received, indicators of customer orientation are calculated: external, internal, complex indicator of understanding compliance with expectations and complex
indicator of understanding importance.
Keywords
customer orientation, evaluation, quality management, competitiveness, balanced scorecard.
