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Статья

Client Communications and Quality Satisfaction in Project-based Company

Quality. 2020. Vol. 21. No. 174. P. 68-71.
Titov S., Nikulchev E., Brikoshina I. S., Suetin A. N.

Customer focus and communications with clients have been in the center of the modern quality management for a long time. Whilst much has been written about qualitative aspects of client communication in the quality management systems only few researchers attempted to investigate empirically and quantitatively the potential interplay between client communication and quality. This article examines the possible correlation between the intensity of communications with clients at different stages of the turnkey furniture and interior projects, on one hand, and the client satisfaction with quality and non-quality costs, on the other hand. The findings indicate that many client interaction frequency metrics correlate with the client quality satisfaction and non-quality costs. Moreover, it can be stated with some caution that the high frequency of client interaction at the early stage of the project has a positive impact on the quality satisfaction and non-quality costs. Based on the findings, this study discusses managerial implications concerning the importance of the early involvement of the client and intense communications with the project team.