Development of external customer classification based on the analysis of interested parties
published by 2017 International Conference on Infocom Technologies and Unmanned Systems (Trends and Future Directions)(ICTUS)
in 2017
in Administration Science
and research's language is
English
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Abstract in English
In the article introduced new classification of consumers. For modern quality management, it is important to understand the requirements of the consumer. In case of participation of outsourcers in the production processes, it is necessary to change the existing classification of consumers. This change is necessary because the outsourcer cannot directly interact with the consumer, whereas the consumer interacts with the producer. Consequently, there is another link for interaction between customer and outsourcer that is the manufacturer.Because of this link, it is possible to lose the customer's requirements, which the outsourcer must fulfill.Therefore, we can say that there is a new type of consumer – "concealed customer"
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