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. 2018. - 224 . |
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IMPROVING THE KEY COMPONENTS OF A CUSTOMER-ORIENTED APPROACH OF THE ORGANIZATION
.I. Polovinkina, A.V. Prikhodchenko
olovinkinaAlla Ivanovna, Voronezh State Technical University, Doctor of Engineering Sciences, Professor, Professor at the Department of Construction Management
Russia, Voronezh, e-mail: polovinkina_alla@mail.ru, tel.: +7-473-2-76-40-07
Prikhodchenko Alexey Vladimirovich, Voroneгh State Technical Universitв, Master’s Degree student at the Department of Construction ManagementRussia, Voronezh, e-mail: elexik@mail.ru, tel.: +7-920-467-79-98
Abstract. The article discusses the key components of the client-oriented approach of the organization, such as staff, product, service and processes, quality and standards, customer relations, as well as ways to improve them. The first part presents an analysis of the main components of customer focus companies, and the second formed a program of measures to improve the quality of customer service.
Key words: customer focus, service, quality of service, motivation of personnel, efficiency of activity, increase of competitiveness, social responsibility.
References
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2.Syuell K. Braun P. Customers for life [Kliyentynavsyuzhizn]; translated from English. M. Ivanov and M. Ferber. – M.: Mann. Ivanov i Ferber. 2017. – 224 p.
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4.Polovinkina A.I.,KhripunovaYu.S. The Importance of determining the motivational determinants of personnel in the choice of management methods [Znacheniye opredeleniya motivatsionnykh determinant personala pri vybore metodov upravleniya] //
NauchnyyvestnikVoronezhskogogosudarstvennogoarkhitekturno-stroitelnogouniversiteta. Seriya:
UprКЯХОnТвОsЭroТЭОХsЭЯom. 2015. № 2 (7). p. 20-23.
5. Barkalov S.A.,Kurochka P.N. Formation of management decisions based on the construction of integrated assessments
[Formirovaniyeupravlencheskogoresheniyanaosnovepostroyeniyakompleksnykhotsenok] // FES:
FТnКnsв. EФonomТФК.. 2017. № 6. p. 30-36.
6.Chelenkov, A.Customer-oriented approach in relationship marketing
[Klienoorientirovannyjpodhod v marketingevzaimootnoshenij] / A. Chelenkov, T. Sonina. // Marketing. - 2012. - № 1. p. 34-47.
7.Reznik G.A., Yanshina O.V.Customer focus of the Corporation as a challenge of time /
/Problems of modern economy [Klientoorientirovannost' korporaciikakvyzovvremeni // Problemysovremennojehkonomiki.] 2013. №5. p. 39-40.
8.Polovinkina, A. I.Novice Managers : a course of lectures in 2 parts [NachinayushchimMenedzheram: kurslekcij v 2-h chastyah] / by A. I. Polovinkina, E. S. Polovinkin, N. Y.Kalinina, ed. by S. A. Barkalov; of the "Voronezh state technical University". - Part 2. - Voronezh: VSTU publishing House. 2018. - 224 p.
145
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