dijagram uzrok-posljedica, zadovoljstvo kupca, električna energija
Abstract:
U radu su utvrđeni uzroci koji utiču na niže zadovoljstvo kupaca uslugom snabdijevanja električnom energijom. Utvrđivanje uzroka je izvršeno kreiranjem dijagrama uzrok-posljedica na osnovu podataka o primjedbama kupaca dobijenih provođenjem ankete u jednom elektrodistributivnom preduzeću. Definisanjem osnovnog problema, identifikcijom uzroka problema i formiranjem dijagrama uzrokposljedica uočeni su uzroci nižeg zadovoljstva kupaca uslugom snabdijevanja koji se mogu svrstati u 4 glavne grupe uzroka: mreža, metode, okolina i tehnička podrška.
Cite as:
Šaraba A and Vučurević R. (2021) Primjena dijagrama uzrok-posljedica na utvrđivanje uzroka nižeg zadovoljstva kupaca uslugom snabdijevanja električnom energijom. Quality 2021 (S.Brdarević, S. Jašarević, editors)”, ISSN 1512-9268, Neum, B&H, 17-19 June 2021., pp. 221-226
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