EVALUATION OF CUSTOMER\u27S SATISFACTION AS A OPPORTUNITY FOR IMPROVING SERVICES

Z razvojem industrijske civilizacije se je vzporedno razvijalo tudi vzdrževanje. Iz občasnih in priložnostnih popravil se je razvilo v visoko strokovno dejavnost, ki pridobiva vse značilnosti znanstvene discipline. Uspešna storitev vzdrževanja delovnih sredstev in oskrbe z energenti temelji na ljudeh, kar se zaposleni v PE Vzdrževanje in energetika Cinkarne Celje tudi zavedamo. Zadovoljstvo naših odjemalcev merimo, da si zagotovimo njihovo zvestobo in sodelovanje in ugotovimo potencialne možnosti za izboljšanje kakovosti storitev, s tem povečamo konkurenčnost in izboljšamo lastnosti organizacije, vse v skladu z zahtevami standarda ISO 9001:2000. S pomočjo domače in tuje literature s področja managementa celovite kakovosti, zadovoljstva odjemalcev, poslovne odličnosti, učinkovitega vodenja in standardov kakovosti smo pripravili metodologijo ocenjevanja zadovoljstva odjemalcev storitev PE Vzdrževanja in energetike. Z izvedbo ankete med uporabniki storitev v proizvodnih enotah in nekaterih strokovnih službah CC smo pridobili podatke za statistično obdelavo – izračunali smo indeks zadovoljstva odjemalcev CSI (Customer Satisfaction Index), ocenili povprečne ocene posameznih parametrov zadovoljstva, z analizo vrzeli določili področja, kjer je potrebno ukrepanje ter s kvadrantnim diagramom Herzbergove motivacijske teorije prikazali higienike ter pospeševalce zadovoljstva. Rezultate statistične obdelave smo uporabili za preverjanje na začetku naloge postavljenih hipotez, za identifikacijo področij storitev, kjer so potrebna ukrepanja ter za določitev področij, ki so priložnost za izboljšanje in postavitev novih ciljev.The development of the industrial society has provoked a parallel development of maintenance. Small and ad hoc repairs have grown into a professional service, developing all the characteristics of a scientific discipline. That the successful maintenance of equipment and supply of energy products are accomplished by humans is very well known among the employees in the B/U Maintenance and Energy CINKARNA Celje, d.d.. We measure the satisfactory level of our customers in order to insure their loyalty and cooperation and to recognize potential chances of improving the quality of our services. Such actions allow us to be more competitive and to improve our characteristics, everything in accordance with the standard ISO 9001:2000. With the assistance of domestic and foreign literature on quality service management, customer satisfaction, business excellence, effective leadership and quality standards we could prepare a methodology for evaluating our customer’s satisfactory level who rely on the B/U Maintenance and Energy. We have conducted a survey among our clients in business units and some professional services in CINKARNA Celje, d.d. and got the results needed to statistically process the data. We have worked out the CSI (Customer Satisfaction Index), evaluated the average estimates of individual satisfactory levels, carried out a gap analysis to determine on which sectors the square diagram of Herzberg’s motivational theory has to be performed and indicated the satisfaction hygienists and promoters. The results of the statistically processed data were used to check whether the above mentioned hypotheses are correct, to identify the field of services where action must be taken and to determine the sectors that have space for improvement and need new goals