SERVICE QUALITY MANAGEMENT
                    THROUGH CUSTOMER ORIENTATION

                      Larisa Dragolea, Teaching Assistant PhD Student
                        „1Decembrie 1918” University of Alba Iulia
                                larisadragolea@yahoo.com

                        Dănuţ Ungureanu, Economist, Engineer PhD
                                CEFIDEC, Vatra Dornei
                                  danut_u@yahoo.com


ABSTRACT: Quality management represents everything an organization should
ensure/accomplish in order to have products which will satisfy the clients’ requests
concerning quality and the requests of the existent regulations. According to the ISO
9000:2000 standard, quality management coordinates activities in order to direct and control
an organization regarding quality. Quality coordination and control generally includes
settling a policy concerning quality and quality objectives, planning, control, assurance and
improvement. The main task of service quality management is ensuring that services are
provided at the quality standards requested or expected by the clients, customer orientation.
        Being “customer orientated” means being capable to:
   • build efficient relationships with the customers;
   • offer clients reliable and high quality services;
   • help customers find the suited way to satisfy their wishes;
   • follow the clients’ feedback in order to improve the services’ quality.

Keywords: quality management, principles, customer

JEL Codes: M12