MANAGING SATISFACTION OF CLIENT WITH SIX SIGMA PROCESS

By positioning us in a competitive, growing market, companies should concentrate their attention on the only permanent source of obtaining revenue: customers. They must continually make efforts to understand and meet the needs of all customers. The main possibility to keep or to create new company - client relations is to use techniques for assessing the degree of satisfaction in current or potential customers. The purpose of this documentation is to present a model for the analysis of the impact of management of complaints to the performance of companies by combining theoretical aspects presented in articles dealing with the specialized management strategy called Six Sigma, with practice. Focusing attention on the quality of customers by applying Six Sigma strategies involves attracting new customers, which will lead to accelerated development of the company's activities, both at the economic implications of increasing profits and also in employee satisfaction level through wage increases.