New Optimization Technique for Sustainable Manufacturing: The Implementation of the Spc Indicator (System of Evaluating Employee Performance Depending on Customer Satisfaction) as an Important Element of Satisfaction Measurement

Abstract

Customer satisfaction as an indicator involves the entirety of employees of the company with direct connection with customers. It motivates employees to reach the highest standards and to constantly increase labor productivity. This paper proposes a new and innovative tool based on: analysis of the evolution of customer satisfaction, determination of mechanisms for evaluating customer satisfaction by applying our own new and innovative method (Spc—System of Evaluating Employee Performance Depending on Customer Satisfaction) in correlation with economic indicators (profit, productivity, cost), elaboration and proposal of solutions for growth and economic development at company level by increasing customer satisfaction based on the results of this research.

Keywords

• Spc indicator
• ITA Method
• SIM Program
• sustainable manufacturing
• optimization technique