The organizations depend on their clients. That’s why the existing necessities must be understood, the future ones must be anticipated, it must pay permanent attention to meet the demands and exceed the clients’ expectations.
The application of the “Orientation to the client” principle implies the following actions:
- Understanding the entire range of clients’ necessities and expectations regarding the products, services, prices, etc.
- Ensuring a balanced approach between the consumers’ and shareholders’ needs and expectations
- The communication of these needs and expectations to the entire organization, measuring the client’s satisfaction and acting on the results, and maintaining the relationships with the clients
The administrators set up the objects unit and the organization direction. They have to create and maintain a proper internal environment for involving the personnel in the activities for the achievement of the organization objectives. All level people are the organization essence; by full involvement they will use their abilities for the organization benefit which turns up to be a direct consequence of the beneficiaries’ full satisfaction.
MASTER CLEAN SRL top management is aware of the fact that the organization performances, the satisfaction of the interested parties – managers, employees, suppliers, and the company in general – are directly dependent on the level of the organization clients’ satisfaction. Knowing the present and expected demands of the clients, the products and services offer over the level of the clients’ expectations are determined in the organization’s marketing policy.
As a consequence of the efforts constantly made ever since the establishment for the permanent improvement of the services, our company is ISO certified, according to SR ISO 9001:2001 standard. The existence of this certification represents an additional guarantee for our clients regarding the quality of the services provided by S.C. MASTER CLEAN S.R.L.
By the implementation of the quality assurance system, our company ensures their beneficiaries that the provided services:
- are executed with the best quality and the latest technology solutions, on the basis of some written work instructions
- are supervised and repaired on the basis of some written control instructions
- are executed at the established terms, without complaints, the clients’ satisfaction level being the company’s main concern.
The clients are advised as regards the formulation of the offer demands, so that their explicit demands to be in accordance with the regulation demands, and the provided services to exceed their initial expectations.
The commitments toward the clients (terms, solutions, quality) are strictly respected; any modification can be made only with the mutual consent of the parties.
The personnel’s behaviour in its relationship with the clients, from the first contact to the work delivery, is based on politeness, the commitments observance, advising by full knowledge of the regulation requirements.
The client’s opinions regarding the provided services and the way they were treated are supervised and are the main object of the analyses made by the top management.
The entire activity, which the satisfaction of the clients’ requirements depend on, is structured on processes and is regulated according to ISO norms, system procedures, process procedures, procedures and technical and technological cards.
By all these, MasterClean definitely assumes its liability for the works quality and for the full satisfaction of their beneficiaries.
