Die Prüfung der Effektivität eines Qualitätsmanagementsystems durch Kundenzufriedenheitsermittlung am Beispiel der Sparte Glas der Firma C. Bergmann

This diploma thesis deals with the problem, how customer satisfaction analysis can be used to give information about the effectiveness of a quality management system in an organisation or enterprise. After dealing with the basic terminology as “quality”, “quality management” and “quality management system” different possibilities of evaluation of a quality management system are described in the theoretic part of this thesis. At the end of the theoretic part different methods of customer satisfaction measurement are described. In the empiric part of this thesis, statements about the effectiveness of the quality management system of the business unit “Glas” (C. Bergmann) are made. Statements about the effectiveness of a quality management system on the basis of customer satisfaction analysis are possible if customers are questioned about their satisfaction with the results of the different processes. When choosing the questions for such a customer satisfaction measurement it must do be noted that the questions have to refer to the processes that have interfaces to the customer. Because just pointing out deficits in effectiveness alone, will not lead to process improvement an action plan with the goal of process optimisation was developed within this thesis. The steps from the results of the customer satisfaction analysis to the first taken measures for process optimisation are also shown and described in the empiric part of this diploma thesis.