Study regarding the analysis of the level of satisfaction of customers in the organizations which have implemented a quality management system

This scientific paper was planned to promote the performance and keeping under control of the activities which are specific to the process of monitoring the customers' satisfaction in an organization which has implemented a quality management system. We performed a periodic analysis of the performances in the organization and it adopted the necessary measures that would continually improve the quality of the services it offers. The organization processes information regarding the client's perception on the way in which the company satisfies his demands by meeting his expectations. The study shows that, periodically and according to the the evolution of the clients' expectations, the manager of each department and the company's quality manager prepare/update the questionnaires used for the polls, they analyse the results and propose a series of preventive or corrective actions which may be approved by the management team and which have the purpose of continually improving the quality of the services they offer. In order to ensure the success, each member of the team receives clear-cut tasks and responsibilities. The necessary data has been obtained by questioning the clients over the telephone, regarding the services they received and the level of their satisfaction in connection with the level of their expectations. The questions are prepared separately, for each department. The aim was not to obtain an overall image on the client's perception of the history of the interventions, but to identify his current dissatisfactions, so as to be able to intervene immediately in order to eliminate the disparities and obtain the client's satisfaction.