Ensuring Consumer Satisfaction of Products in the Quality System of the Enterprise Based on the Application of the “Consumer's Risks” method

Abstract

The paper deals with the basics of ensuring customer satisfaction as one of the conceptual principles of the quality management system (QMS) of the enterprise, based on "Consumer's risks" method, which is a modification of the well-known "Consumer Voice" method. The paper analyzes scientific approaches to the problem under study. The paper gives ground for the prospects of studying personal risks of consumers in order to anticipate their expectations from the company's products based on the application of "Consumer's risks" method, which allows to extrapolate the risks of interested parties to the product characteristics expressed in professional terminology that is understandable for the manufacturer who can implement it. The authors propose a procedure for transferring consumer’s risks into product characteristics and a statistical justification of the priority of their implementation, which allows to balance the requirements of all interested parties. The expediency of using the developed procedure in order to ensure customer satisfaction and increase the competitiveness of the enterprise is proved.