Dragan Ćoćkalo

Elements of the model for customer satisfaction: Serbian economy research

The objective of this paper is to present the research results in modelling the process for providing satisfaction of customer requirements – the key elements of the model which is the final result of the research. The model has been harmonised, according to its basic function and primary structure, with the requirements of the ISO 9001:2000 series of standards, as well as with relevant proposals and criteria of business excellence (BE) and marketing requirements. It has also been harmonised with the conditions in which Serbian companies (production and services) operate and was created to facilitate management of these processes with the aim of achieving BE. The survey of the companies and experts was carried out by e-mail. A methodologically adjusted questionnaire was compiled. The communicative principle was: one questionnaire– one company/expert. A total of 600 organisations (micro, small, medium sized and big companies) and about 100 experts were included in the survey. Participation in the survey was accepted by 84 companies (14% responded; which was, at that time, about 5% of all certified companies in the Republic of Serbia) and 37 experts from the field of interest. The research was conducted in the first quarter of 2008.

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.

Reseach on Certain aspect of PR function in Serbian companies

The paper presents the results of the research on certain aspects of PR function in Serbian companies. 70 PR managers were polled, and it is estimated that they represent a third of the total number of PR managers in Serbia. 29 questions were asked, and they were divided into three characteristic categories: a) Questions relevant to the analysis of the position of PR managers and their profession; b) Questions relevant to the analysis of characteristic profession and education of PR managers; c) Questions relevant to the analysis of the most frequent and most important activities and media for the performance of PR function. In addition to the presentation of the results of the survey, the paper also presents their detailed analysis.

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.

Implementation of 5S tools as a starting point in business process reengineering

University of Belgrade, Institute of Chemistry, Technology and Metallurgy Centre for Microelectronic Technology and Mono-crystals, 11000 Belgrade, Njegoševa 12, Republic of Serbia E-mail: worcky@nanosys.ihtm.bg.ac.rs University of Novi Sad, Technical Faculty “Mihajlo Pupin” Zrenjanin, 23000 Zrenjanin, Đure Đakovića bb, Republic of Serbia University of Kragujevac, Faculty of Technical Science, 32000 Čačak, 65 Svetog Save, Republic of Serbia

The elements of customer satisfaction model in Serbian conditions

The objective of this paper is to present the research results in modelling the process for providing satisfaction of companys customers and their requirements - the key elements of the model which is the final result of the research. This model implies a process approach and acceptable marketing research in the beginning, as well as appropriate evaluation at the end. The model is harmonised with: the quality management concept, the business excellence concept, and the relationship marketing concept. To prove the justifiability of the requirements, elements and activities in the theoretic model, postulated on the basis of researching available literature and research in this sphere, the research included an interview with 84 companies (manufacturing and services), certified according to ISO 9001:2000, registered and active in Serbia (as the primary group) and 37 experts from the relevant field of work as the control group of the research.

Competitive abilities and students' entrepreneurial behaviour:The research results from Serbia

Stimulating enterprising behaviour of the young is especially important in transitional countries faced with recession. The ambience where young people can be stimulated to start their own business is not developed enough in Serbia. Possible solutions can be education and encouragement of the young to start and perform their own business. In this study, analyses on the necessity of implementing a modern enterprise concept on the territory of the Republic of Serbia with a special attention to the role of young people and the opportunities of their involvement in enterprise activities was carried out. The results of three researches, carried out in 2008, 2009 and 2010 among Serbian students are compared and presented in this paper.