Post-Sale Customer Support Methodology in the TQM System

  • Dr.Sc. Elizabeta Mitreva Faculty of Tourism and Business Logistics, University "Goce Delcev" - Stip
  • Dr.Sc. Nako Taskov Faculty of Tourism and Business Logistics, University "Goce Delcev" - Stip
  • Darko Barishic Faculty of Tourism and Business Logistics, University "Goce Delcev" - Stip
Keywords: Sales Support, The Philosophy of TQM, , Wishes and Needs of Customers/Users


In this paper a survey of the activities in the post-sale period of the product is made and based on the analysis of the results, a methodology that managers could use to design and implement the system of total quality management has been created. The implementation of this methodology is carried out in a simplified way and in less time, without having to study and deepen new knowledge for internal standardization, statistical process control, cost analysis and optimization of business processes The purpose of this paper is to lay a good foundation for Macedonian companies in their post-sale period activities of the product, to understand the philosophy of TQM (Total Quality Management) and benefits will be achieved by implementing the system and setting strategic directions for success. These activities begin by identifying the wishes and needs of customers/users, reengineering business processes for sales support, satisfaction of employees and all stakeholders. As a result of the implementation of this methodology in practice, improved competitiveness, increased efficiency, reduction of quality costs and increased productivity are noted.

The methodology proposed in this paper brings together all the activities in the spiral of quality in a company that deals with post-sales support.

Due to the necessity of flow of information about quality in the entire enterprise, an information system is designed accordingly to the QC-CEPyramid model in several steps.


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