Dejan Đorđević

Customer Satisfaction and Acceptance of Relationship Marketing Concept: An Exploratory Study in QM Certified Serbian Companies

Customer Satisfaction and Acceptance of Relationship Marketing Concept: An Exploratory Study in QM Certified Serbian Companies Satisfying customers and other groups of interest is the key output of relationship marketing. This paper presents the parts of the research that had been carried out by the first quarter of 2008 which included 84 quality management (QM) certified companies and 37 experts from Republic of Serbia. The goals of the research, related to this article, were: firstly, to explain customer satisfaction from the standpoint of relationship marketing concept; secondly, to show that relationship marketing concept is/can be accepted and implemented in QM certified Serbian companies - in order to integrate customer satisfaction and realionship marketing in QM concept.

Stohastic Model to Determine the Elements of the Production Cycle Time: Case of Serbian Textile Industry

The paper presents an original method of determining the elements of the production cycle time by using the modified work sampling method applied to a textile factory. It is shown that the movement of the elements of time can be viewed as a process and in the mathematical sense can establish control limits of error of ± 3 SD. The mean time of the production cycle of the groups created by the number of pieces in the series – tpcu moving the hyperbolic function, which has the asymptote c, a function of the form tpcu = c + b/log n, where all groups of the production cycle in the mathematical sense do not act like strata but are function tpcu related to technology and deterministic factors of the production series.

Applicability of the lean concept to the management of small-scale manufacturing enterprises in Serbia

Preliminary communication Lean management (LM) is a set of procedures and principles used in industrial processes for finding and eliminating useless activities. This paper presents the analysis of business practices in small-scale manufacturing enterprises in Serbia in comparison with defined LM principles. Application of LM standards to reduce waste and optimize production in SMEs in Serbia has not been investigated before, although this practice has been successfully used in neighboring countries. The importance of this approach is related to the benefits of improving business practices in SMEs in Serbia. This study shows that enterprises lack a system ensuring that the customer gets a quality product on time, the optimization of production and resources are limited, and a significant difference exists between job requirements and skills. The recommendations to improve operations include introduction of a monitoring and control system to ensure timely delivery and customer satisfaction, and introduction of various LM tools.