1.1 Customer zojoliso - isitshixo umsebenzi ngempumelelo lweshishini

Umsebenzi we kwamashishini (imibutho) Ngoku kwenzeka ngendlela ebinokhuphiswano kakhulu, iintlobo zonxibelelwano lwangaphakathi nangaphandle, ukuntsonkotha kweenkqubo zemveliso kunye nemiqobo resource. Sebenza ezinjalo iimeko ezinxulumene umngcipheko aphezulu kunye nokungaqiniseki. Oku kufuna mbutho weengcinga ngezinto ezintsha, uphuhliso oluqhubekayo kunye nokuphuculwa imisebenzi yayo. Omnye yemiqathango ibaluleke kakhulu kwimpumelelo lombutho uba ujoliso lwayo umboleki, xa imveliso kunye nokuthengiswa kwemveliso okanye inkonzo ngokusekelwe ukuqonda ukuhlangabezana neemfuno zabasebenzisi. Eyona njongo iphambili yoqhelwaniso umthengi kukufikelela ulwaneliseko yawo kwaye, ngenxa yoko, ukugcinwa kunye ukugcinakala kwayo. Ngelo xesha linye ngokwaneliseka iya kumiselwa umlinganiselo ezilindelekileyo zalo kunye lomgangatho imveliso ezifunyenwe okanye inkonzo. Imisebenzi endle lorhwebo, ulawulo lombutho kunye nolawulo lomgangatho inika imizekelo emininzi ngokubaluleka ekujoliswe yombutho womsebenzisi, umzekelo:

· Iindleko ukutsala abathengi ezintsha amaxesha 5-10 ngaphezu iindleko nolwaneliseko nokugcinwa abathengi ezikhoyo;

· 5% unciphiso kwinqanaba yabathengi lokuphuma nga kukhokelela ekwandeni kwengeniso kumashishini 25-85% (ngokuxhomekeke kushishino);

· Abathengi abaninzi abanyanisekileyo ingeniso kuphela kunyaka wesibini emva ukuthenga yokuqala, kunye nabanye.

Amanqaku uncwadi umahluko obalulekileyo phakathi kwabathengi kokwaneliseka bakuvuyela kwaye uthi namhlanje nolwaneliseko yabathengi yimeko kuyimfuneko kodwa esaneleyo ukugcinwa nokulondolozwa kwayo. Umbutho kuba kuluyolo ngumthengi kwaye aphumeze ukunyaniseka kwakhe kufuneka lube sekuboneleleni kuye imveliso onjalo (okanye inkonzo), nto leyo kaloku ayanele nje kukuhlangabezana neentswelo zabo kunye nokulindelwe, kodwa lidlula kubo. Nophuhliso kakuhle ubudlelwane phakathi umbutho kunye abathengi iphumele zigaba zilandelayo: okokuqala kwaye kwakhona isicelo umboleki, umthengi, abahlobo ethembekileyo kunye namaqabane. Central baneliseke umxumi inikwa nemigangatho yamazwe ngamazwe ISO 9000. Ingakumbi, ngolokuqala ezisibhozo siseko yolawulo lomgangatho ithi: "Imibutho zixhomekeke abathengi kwaye ke ngoko kufuneka uqonde iimfuno zabathengi zangoku nezexesha elizayo, ukuhlangabezana neemfuno yomthengi bazabalazele ngaphaya kokulindelekileyo zabathengi." Ingqwalasela Customer kubandakanya le manyathelo alandelayo:

· Ukusekwa kweemfuno kunye nokulindelwe kubathengi;

· Ukumiselwa iimfuno ezongezelelweyo, leyo ngaphaya kokulindelwe umthengi;

· Ukwenza ucazululo olunzulu iimfuno kunye nokulindelwe;

· Accounting kunye nokuthotyelwa kunye neemfuno nokulindelwe ngumsebenzisi kwinkqubo imveliso kunye neenkonzo;

· Umlinganiselo iqondo kanye ngokwaneliseka;

· Ucazululo lweziphumo ezifunyenwe;

· Uphuhliso nomiliselo amanyathelo ezijoliswe ekuphuculeni imisebenzi yombutho ukuphucula ulwaneliseko lwabathengi [14].

Enye into ebalulekileyo kule ulandelelwano nyathelo ukulinganisa iqondo ngokwaneliseka, njengoko kuvumela iziphumo sokuthatha yokuseka enyanisweni umxhasi yanelisekile iimveliso okanye iinkonzo ezinikwe yi mbutho. Kukho iindlela ezahlukeneyo umlinganiselo ukwaneliseka lwabathengi. Izalathisi apho kuligweba iqondo ulwaneliseko yomsebenzisi, ngokuqhelekileyo yahlulwe ngamaqela amabini. Iqela lokuqala luquka neziphawuli ichazwe ngoku kwinkqubo analysis of umsebenzi ezoshishino noqoqosho ixesha elithile:

inani -General labathengi; inani abathengi elahlekileyo;

share market;

intengiso yoNyaka umxumi nganye;

- inani bafake izikhalazo kunye izivakalisi, kunye nabanye.

Iqela lesibini izikhombisi, ekuye kwagqitywa ngabathengi:

- ngokwaneliseka;

-vazhnost umthengi kwe parameter eziphawula imveliso okanye inkonzo.

Kulo mzekelo, umsebenzisi udlala indima wayeyingcali, owacela ukuba ukuvavanya ubungakanani lokwaneliseka wakhe imveliso ezithengwe okanye inkonzo. Izalathi si zokunikwa iqela lokuqala luphawulwa imeko jikelele lweshishini kwimarike kunye ngokungangqalanga kunjalo zibonisa ukuzalana nomboleki, musa zibonise ngokwaneliseka ethile, izizathu ukutshintsha zengqondo ngumsebenzisi iimveliso okanye iinkonzo lweshishini. Ngokungafaniyo yokuqala, iqela lesibini Iimpawu zibonisa iqondo ngokwanelisa abathengi ezithile, iimfuno zazo eziphambili. Omabini amaqela izikhombisi ezihlobeneyo. Uvandlakanyo ngokwaneliseka - yinkqubo multi-inyathelo equka amanyathelo of:

· Ukulungiswa;

· Uvavanyo eyiyo weqondo ngokwaneliseka;

· Iqhubekekisa, uhlahlelo kunye novavanyo yoyilo.

uvavanyo Ukusebenza ixhomeke nokucwangciswa okubandakanya inkqubo yezityalo:

-Define umxholo manqanaba eziphambili zenkqubo;

-establishment amagosa ngaphakathi kunye namasebe eziya inxaxheba kule nkqubo;

-lujsasazo phakathi imisebenzi kunye namagunya;

-Development yamaxwebhu afanelekileyo elawula ukuphunyezwa kwenkqubo ngaphakathi mbutho.

Ukuqinisekisa ukuba zonke iinkalo xa le uxanduva umbutho kunye nokuphunyezwa kwale nkqubo, uyacebiswa ukuba ayabele iyunithi ukuba sinxulumana inkqubo yemveliso kwaye akanamdla kwiziphumo zovavanyo. Umxholo kunye lokuququzelela inkqubo yokuhlola ngesidanga ngokwaneliseka kakhulu yokuzimisela ukuba uhlobo izinto ezenziwa kule nkampani, apho uzithengise esebenza, ngubani umthengi.