THE IMPORTANCE OF THE CONCEPT OF CUSTOMER RELATIONSHIPS IN THE SYSTEM TQM PUBLIC COMMUNAL COMPANIES IN BOSNIA AND HERZEGOVINA

Abstract

Public communal companies play an important role in the overall socio- economic trends. There are many problems in functioning of these companies, but the focus of this work will be the relationship with clients in the system of total quality management. By building relationships with clients and to follow trends in the public communal companies can achieve customer satisfaction and long-term use stability of business. The subject of the work is based on the discovery of the importance of the concept of customer relationships in the system TQM public communal companies in Bosnia and Herzegovina.

The working hypothesis is that applied the concept of customer relationships in the system of total quality management has a positive effect on the efficiency and effectiveness of public communal companies. The survey was conducted through a questionnaire on the territory of Bosnia and Herzegovina and a sample of 50 public communal companies. The survey results are analyzed in the statistical program SPSS. Answers to the questions have a high degree of agreement in the range of 3.86 to 4.20. The highest level of agreement is the question implies that TQM techniques and procedures that are required to be enough customer needs and to improve the quality of management.