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Análisis de las necesidades del cliente y su satisfacción en la industria del mueble según las normas ISO 9000: un estudio de casos

Author

Listed:
  • Martínez Caro, Laura
  • Flores López, Enrique
  • Martínez García, Jose Antonio

Abstract

[ES] La necesidad de determinar los requerimientos del cliente y satisfacerlos se ha convertido en el principal objetivo de las empresas. Gestionar esa actividad, comúnmente asociada al departamento de marketing, ha llegado a ser el fin de cualquier sistema de calidad, y por ende, del resto de departamentos de la organización. A través de un estudio de casos, este trabajo pretende identificar cuales son las prácticas de marketing habituales en la industria del mueble, y plantear un marco de actuación idóneo de acuerdo con los procedimientos establecidos en las normas de calidad ISO 9000:2000.

Suggested Citation

  • Martínez Caro, Laura & Flores López, Enrique & Martínez García, Jose Antonio, 2010. "Análisis de las necesidades del cliente y su satisfacción en la industria del mueble según las normas ISO 9000: un estudio de casos," Cuadernos de Gestión, Universidad del País Vasco - Instituto de Economía Aplicada a la Empresa (IEAE).
    • Handle: RePEc:ehu:cuader:7722
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    File URL: https://addi.ehu.es/handle/10810/7722
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    References listed on IDEAS

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    1. Urbonavicius, Sigitas, 2005. "ISO system implementation in small and medium companies from new EU member countries: A tool of managerial and marketing benefits development," Research in International Business and Finance, Elsevier, vol. 19(3), pages 412-426, September.
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