2010
DOI: 10.5295/cdg.100162lm
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Analysing customer requirements and satisfaction in the furniture industry according to ISO 9000 certification: a case study

Abstract: Palabras clave:Necesidades del cliente, satisfacción del cliente, ISO 9000:2000. Abstract:The need to identify customer requirements and to satisfy them has become the main objective of companies. To manage that activity, that it is commonly associated to the marketing department, is the aim of every quality system, and therefore is a task that comprises the remaining departments of the organization. Through a case study, this paper seeks to identify which are the usual marketing practices in the furniture ind… Show more

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“…Today, delivering services or products that outperform those offered by the competition represents a key factor for firms to gain competitive advantage (Martínez et al 2010). To achieve this quality, firms must implement quality management systems, which provide management tools to establish policies and duties, allocate resources, and identify key activities (Criado and Calvo 2009).…”
Section: Introductionmentioning
confidence: 99%
“…Today, delivering services or products that outperform those offered by the competition represents a key factor for firms to gain competitive advantage (Martínez et al 2010). To achieve this quality, firms must implement quality management systems, which provide management tools to establish policies and duties, allocate resources, and identify key activities (Criado and Calvo 2009).…”
Section: Introductionmentioning
confidence: 99%