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2011 | nr 151 Orientacja na klienta jako kryterium doskonałości | 86--102
Tytuł artykułu

Perspektywa klienta w wybranych koncepcjach pomiaru osiągnięć przedsiębiorstwa

Warianty tytułu
Customer Perspective in Selected Concepts of Organizations's Performance Measurement
Języki publikacji
PL
Abstrakty
Zintegrowane systemy pomiarów osiągnięć zyskały dużą popularność wraz z rozpowszechnieniem Zrównoważonej Karty Wyników, zaproponowanej przez R.S. Kaplana i D.P. Nortona w 1992 r. Poszerzenie horyzontu przez Kaplana i Nortona poza aspekt finansowy zwróciło m.in. uwagę na potrzebę śledzenia i analizowania - za pomocą kwantyfikowalnych wskaźników - percepcji oraz priorytetów klienta w zakresie produktu i funkcjonowania przedsiębiorstwa. W artykule dokonany został przegląd ewolucji perspektywy klienta w wy¬branych systemach pomiarów osiągnięć, a także ukazano, w jaki sposób - proaktywny lub reaktywny - systemy te oraz poszczególne mierniki, zogniskowane na klienta, mogą wpływać na podnoszenie jego satysfakcji.(abstract oryginalny)
EN
The integrated performance measurement systems became popular along with the Balanced Scorecard, the concept developed by Robert S. Kaplan and David P. Norton in 1992. The horizon extension, proposed by Kaplan, (four dimensions of the company's shape: finan¬cial, customer, internal business and innovation and learning perspectives), has turned the light on the need of the follow up and analysis - with the quantitative indicators - the cus¬tomer perception and priorities with regards to the product or company's activity. The per¬formance measurement systems and the metrics used, treat the customer's perspective in a different way - some as a priority and the main focus, some other as a part of the bigger picture. Also the actions, taken basing on the different metrics, differ one to another. This paper illustrates the customer perspective evolution in the selected performance measurement systems. Also, it distinguishes two ways of customer satisfaction improvement: proactive or reactive, which is enabled by different, customer-oriented measurements and metrics.(original abstract)
Twórcy
  • Uniwersytet Ekonomiczny we Wrocławiu
Bibliografia
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Typ dokumentu
Bibliografia
Identyfikatory
Identyfikator YADDA
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