THE MANAGEMENT OF TOTAL QUALITY AND THE ORGANIZATIONAL CHANGE IN ROMANIAN ORGANIZATIONS
THE MANAGEMENT OF TOTAL QUALITY AND THE ORGANIZATIONAL CHANGE IN ROMANIAN ORGANIZATIONS

Summary/Abstract: In the socio-economic context of Romania - marked by social and economical instability of life, by the affirmation of new "rules" of democracy and political life, the analysis, study and investigation of quality is an objective requirement. The success of an organization, regardless of the activity is determined by how the customer perceives the quality of the product or service for which he paid a sum of money. Consumer perception is the attitude that will determine his future purchase from the same company. Therefore, all its activities must focus on perfect knowledge of increasingly demanding requirements of the modern consumer. Quality of products or services is, in today's consumer, the key criteria in choosing a company that has established itself in a particular field even quality. Every business should be seen by a sustained activity directed to consumers by knowing their needs, to meet or even exceed their needs. The promotion of the concept "customer perceived quality" brings a number of advantages that will: increase profits, increase the share of loyal customers, cost reduction (reduction of losses), increased employee involvement, lowering their fluctuation.

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