ࡱ> ()*  5@ bjbj22 wXXZ%L8(((PPP8PT*QQ`R"RRRW>[WoW ~$R>(9bV@W9b9b RREooo9b R(R~o9b~ooo6((RQ cPiBŠ0^<3m<38<tNt 3(({WZ4o\^{W{W{W3PnPMaja Peai, MSc Istria County Public Health Institute 23 Nazorova St. 52100 Pula, tel. +385 52 529 000 +385 52 529 039 GSM: +385 98/457-321 fax. +385 52 222 151 E-mail:  HYPERLINK "mailto:majapesic@net.hr" majapesic@net.hr Ojdana Krapljanov, technologist ALUFLEXPACK d.o.o. Ungarija bb 52470 Umag Tel. +385 52 703 322 Fax. +385 52 741 955 E-mail:  HYPERLINK "mailto:ojdana.krapljanov@afp.hr" ojdana.krapljanov@afp.hr Jasmina Grzinic Ph.D., Assistant Professor, University of Pula, Department of Economics and Tourism Dr. Mijo Mirkovi Preradovieva 1/1 Pula Croatia Tel. +385 52 377 068 Fax. +385 52 216 416 E-mail: jasmina.grzinic@efpu.hr ACHIEVING COMPETITIVENESS ON THE CROATIAN AND FOREIGN MARKETS THROUGH TOTAL QUALITY MANAGEMENT (TQM) SUMMARY: Quality, as a means of fulfilling the needs and demands of consumers and meeting their ever increasing demands and expectations, goes back to the very beginnings of human economic activity, stretching from the first primitive communities up to the present day. There has always been some kind of specification which we today call norms and standards, and according to which a product or service was approved or rejected. Poor quality means a bad reputation on the commercial market, unemployment and finally the failure of the company. Quality is the goal, as it must be geared and responsive to the needs and expectations of buyers and users if a company wishes to be competitive on the market. Quality requires the constant inclusion of all concerned, who are responsible for the creation of new products, their sustainability and adaptation. Understanding, trusting and valuing employees are attributes that will contribute to guaranteeing joint success. Quality is also a methodology that promotes participation, motivation and responsibility, so that work organisation and processes are based on care for the consumer and respect for his/her wishes. This paper studies the introduction of Total Quality Management (TQM) in a company manufacturing flexible packaging and processing aluminium foil for the food, confectionary, meat and beverage industries. Results confirm cost reduction, the engagement of human imagination, promotion of innovation, the improvement of organisation and support for initiative, through which quality becomes the main driving force for competitiveness, and thus also for employment in the company itself. The introduction of the TQM system on a competitive market provides a basis for a reliable and efficient business operation which will win trust and increase effectiveness and flexibility towards buyers and suppliers, thereby involving all branches of the economy in the business process. KEY WORDS: managing, complete quality, competitiveness 1. INTRODUCTION Complete quality means including all the elements that go to make it up1. If one of these is missing or if perhaps one is not perfect, the general impression of the product or service will topple like a house of cards. TQM is one of the imperatives of a market economy and key when connecting with the international market. It endeavours to secure the conditions in which each actor contributes to achieving maximum business efficiency in providing services or manufacturing products, continually listening to the wishes of consumers - the first and each time thereafter - with the obvious provision of steady quality and achievement of the best objectives at lowest cost, while making the best use of material and human resources. TQM gives priority to quality and quality improvement, with the accent on employee satisfaction. Through the establishment of a total quality management system, competitiveness is achieved, along with heightened awareness, loyalty, trust and constant improvement as a way to confront upcoming changes. It is possible to achieve TQM through the implementation of standards, since the standard is at once the prescribed quality and the measure of the level to which this has been achieved. TQM implementation stresses the preservation of continuous quality and adapting to the market by integrating standards according to the type of production process. The introduction of a methodical system with prior-planned activities prevents the occurrence of problems, because it includes preventive measures as part of the operating process. The distinguishing features of a total quality management system are flexibility and an all-inclusive management of the highest level. This implies the involvement of all participants, since implementing TQM requires commitment, discipline and constant effort on the part of the entire staff, the continuing and systematic improvement of work processes, growth in quality, availability and guarantees. All this may be achieved by focusing on a joint objective: quality. Employees must be educated and carry out their work conscientiously. Communication within the system is an important element of quality, and means being informed in all the languages and expertise required in providing services. Employees must possess knowledge constantly up-dated - in order to provide quality of product or service, with respect for the client while cultivating his/her respect in the safest possible manner, without risk or danger2, factors certainly contributing to business success and business excellence. Quality, then, is what the manufacturer in the role of buyer/consumer sees as the demands made on a product or service, what is required and expected from them, with continual testing of the real purchasers satisfaction. 2. RESEARCH: TASKS AND OBJECTIVES This paper is conceived as a scientific contribution to the implementation of TQM, an attempt to take yet another step towards a new world view, a more modern and efficient way of ensuring sustainability of quality, with guaranteed satisfaction of the end user. The underlying philosophy of the total quality management system comprises a number of quality criteria emerging from the kind of product and service, while engaging in activities to achieve success within a single system. In order to reach harmony between the various processes within this system, TQM has been conceived as an organisational concept. Research for the purposes of work has meant the study of numerous scientific and expert works by Croatian and foreign authors, with critical analysis and use. Having defined the topic, objectives, problems and tasks of the research, general scientific methods and instruments were used, including a survey as a creditable method of verification, organised and prepared in advance and from which statistical data was later extracted. In the particular company which is the subject of this research, the technical processes are satisfactory, customer demands have been met, a sufficient quantity of products is manufactured. It is only then possible to implement TQM as the basis for continued improvement and furthering of a process grounded on team work, where only this kind of approach enables achievement of the desired result: the constant advancement of the company. The business in which the research was carried out is located in Umag, Istria, Croatia. It was founded in 1981 and began work the same year, at a location in Zadar. Today, the company has three factories: in Zadar, Umag and Omi, and employs a total of 400 workers. The companys main line of business is the production of flexible packaging and the processing of aluminium foil for the food, confectionary, meat and beverage industries. This company is Croatias largest manufacturer of flexible packaging for coffee, sweets, meat, dairy and food products, and the pharmaceutical industry. The company has cornered 60% of the local market and sells about 65% of its products to the countries of western, middle and eastern Europe, as well as to the other republics of the former Yugoslavia.3 Since 2003, the company is in possession of an ISO 9001:2000 Certificate, confirmed by the TV SD Management Service GmbH4 Certification Office, and ensures continual quality checks in its state-of-the-art laboratories. Quality in the company is divided into quality of production materials, the production process and final products, achieved by the on-going work of its own laboratories. In 2006, the HACCP (Hazard Analysis Critical Control points) system was introduced into the company by consultants from the Istria County Public Health Institute in Pula, and confirmed that year by the same organisation that confirmed ISO 9001:2000. HACCP has been integrated into the system of quality management and ensures the continuous and documented monitoring of the food safety management system.5 Research for this article was carried out from 2 January 2008 to 31 December 2008, concluding with the statistical processing of data received through surveys. The intention was consistently to exceed consumer expectations through the integration of the TQM system into the existing systems, the guiding motto being: satisfy the customer in advance. 3. APPLYING THE TOTAL QUALITY MANAGEMENT SYSTEM The system of total quality management appeared in the 1990s, in answer to company managing procedures, where the chief philosophy was to manufacture sufficient quantities according to existing specifications. Naturally, consumer expectations were becoming increasingly demanding, and therefore the manner in which the system was run had to be changed. For companies to be able to guarantee success for their customers, they developed a number of standardised methods from different scientific fields, all aimed at making effective use of educational methods and linking them for all those involved in the production chain. For the system to operate successfully, the secret of management is to be ever ready for change, to be able to predict the purchasers needs and wishes in good time, and have the ability to manage systems and processes. Management that lacks an ear for the customer can contribute to decline in the companys operation. As always, it is necessary to set clear goals, to follow them through while giving thought to quality, which has to be set above profit. When speaking of objectives, we should point out the importance of having a hierarchy, which means that the objectives complement one another and that the achievement of one goal means setting conditions in place for the realisation of others.6 Goals need to be realistic, attainable and measurable. The mission statement must not be forgotten who the buyers are, what the duties of the employees are, what establishes the values of the system. Plans for total quality management must be market-oriented, they must be realistic, attainable, motivating, specific and clear. The motivation of each individual employee includes on-going training, without the implementation of a supervisory system or restricting abilities. This will guarantee greater confidence on the part of the employees and improvement of the production process. The manager is expected to maintain good communications and a partner-type relationship with the employees, while ensuring supplies of all the materials needed for production. Implementation of the total quality management system proceeds in certain phases. The first phase means the preparation of all involved. Management concentrates on production, primarily on quantity while developing a strategy to improve quality, increase sales of products for targeted buyers, direct products towards local and foreign markets, and continuous investment in equipment, education and training of employees. This enables the manufacturer or service provider to place the emphasis on forming the product in accordance with agreed quality standards. A quality policy must be ensured with the above-stated methodology and support system coming from the top management. The second phase focuses on defining objectives for each employee, while forming teams for quality and on-going quality development and defining ways of measuring this. The result of quality-measurement is sampling, the first systematic testing (checking) of both quality and quality management, in order to produce a report. In the final phase of setting up a total quality management system, the building of development processes and projects is addressed, and the method used is feedback assessment. Each of these phases has its own procedure and takes its own course. Therefore, the implementation of TQM takes time, is not complete after implementation, and requires continuity in improvement and sustainability. The main goal in total quality management becomes the defining of the companys structure by setting clear strategies, divided into style of management and type of organisation. These steps reflect the model used in the company chosen for the present research, which lent itself ideally to the introduction of a TQM system, as it already possessed a number of certified standards, and was continuing to work on improving quality, as may be seen in Fig.1. Figure 1: Ensuring Successful Systems  Source: authors The above diagram shows the interconnection between the quality goals (policy and strategy), as important elements for the establishment of TQM, and which certainly represent the philosophy of success of business excellence (European Foundation for Quality Management [EFQM]). The permanent presence of the given parameters achieves good quality in general terms - the recipe or principle of success: satisfying the consumer/buyer and making him happy.7 One of the important parameters in the TQM superstructure is certainly application of the business excellence model, within which the aspects of quality necessary for the business operation of every company are included. The EFQM in Brussels was founded in 1988 as a non-profit organisation by fourteen leading European companies. The EFQM's mission is the promotion of quality and sustainable business excellence in European companies, to make them as competitive as possible on the global market. In January 2001, the EFQM had more than 800 members from almost all European countries. The EFQM is the owner of the Excellence Model and manages competition for and awarding of the European prize for quality (the EFQM Excellence Award). Progress can be achieved by the systematic and gradual introduction of Total Quality Management (TQM)8, which means the inclusion of all company employees in the activities for improving the quality of the product, services, processes and business operation. Through a systematic and serious approach, constant improvement of business operations, reaching consensus on the companys long-term direction and the tasks of each employee in accordance with company policies, goals and strategies, progress is assured. Integration and graphic presentation of many company initiatives, approaches, models and tools, using appropriate aspects of the excellence model, all guarantee quality. By an objective evaluation of ones own achievements and comparing them with the achievements of other companies, while directing available resources into improvement, it is possible to achieve far-reaching progress. 4. INFLUENCE OF THE TOTAL QUALITY MANAGEMENT SYSTEM ON MARKET COMPETITIVENESS An important role in competitiveness is played by the institutions and flexibility of the labour market, as well as by tax policy which affects the incentive to save and invest.9 Company strategy in respect to product development, making a break-through on new foreign markets, and focusing on activities with a greater added value, through the implementation of TQM and EFQM, are important elements in boosting exports, and especially in achieving a larger added value from export. Competitiveness contains both a micro- and macro-economic dimension. Better managed companies with better cost control and better incentives for employees to become more creative and innovative, have a greater chance of increasing their productivity and of contributing to the Croatian economy. These are all micro-economic issues. They point to the fact that if a country has a high inflation rate, companies do not implement long-term business plans and damage is done to long-term competitiveness. An overrated foreign currency exchange rate certainly has an immediate, and important effect on the companys long term competitiveness.10 Countries can become more competitive by improving their achievements throughout a range of factors, which certainly contribute to productivity and/or its future growth. This means promotion of and focusing on the means of growth, such as innovation, technology transfer from abroad, education, entrepreneurship and opening new companies. For Croatia, competitiveness has above all an export dimension, since markets for Croatian products outside Croatia are vastly greater than within the country. Competitiveness also means marketing and sale in other countries, and also the level of salaries and costs in Croatia, the exchange rate and trade policy. A successful competitive strategy for a nation is a strategy which firstly begins with an accurate analysis of the key initiators of growth and productivity in a given country. Following this, the main obstacles to improving competitiveness can be identified and closely examined, carefully analysed and a solution found. Attention can then be paid to other economic problems in the country, which influence the key moving factors of competitiveness. In todays dynamic world focused on the consumer, in order to strengthen competitiveness it is necessary to optimise business processes in the supply chain. Deadlines are becoming increasingly shorter, costs of financing surplus supplies are devastating, and missed sales opportunities are doubly paid for. How are we to find an ideal solution to best global trade practice, applicable to the local environment and the particular consumer needs, with limited investment funds, and still achieve quantifiable benefits as soon as possible? Comprehensive business models, created by adopting a specialised approach to consumers of all age groups, education and status in society are procedures in meeting the demands of the market and producing a safe and healthy product, from incoming raw materials to the final product, and undoubtedly contribute to the business efficiency of a ramified food industry. Most industrial branches in Croatia experience difficulties with technological backwardness and a dearth of inventiveness, high costs, under-utilized capacities, import dependency, lack of new, more highly processed products, lack of recognition on the global market, lack of verifying the situation on the global markets etc. A separate problem is also a deficit of real, market-oriented managers who should be spearheading development within their companies. There is also insufficient marketing activity, especially on foreign markets. This problem should be resolved by systematic education of the existing workforce at all levels within the company, by organising business schools, seminars, sending employees for additional training abroad, introducing younger personnel into management structures. Some leading companies (such as Pliva and Podravka) should serve as a positive example; they were the first to recognise the significance of continuous investment in intellectual capital, and such an approach has paid off many times over.11 The role of the government in this phase of development is also very important in developing industrial production and export capability. Creating a favourable and stable macroeconomic environment is its primary task, and this implies the development of the capital market, a continued lowering of interest rates, encouraging investment in high technology, etc. An active industrial policy should redirect production, as painlessly as possible but in accordance with the demands of the global market, towards promising branches of industry that make the most use of sophisticated technology and IT and have a highly educated work force. These can compete more successfully in terms of quality on the global market and increase export production which is of crucial importance for Croatias development. The quality level of goods manufactured in Croatia is significantly lower than in the countries of the European Union. EU countries, through a high level of standards and quality control, protect their market from dumping practices12 and their products from under-cutting. Their manufacturers adhere to the same standards, resulting in a high quality. The same model should be introduced in Croatia soon and carried out in practice. Prior to this, the following conditions must be met: standardise requirements which have to be met by goods sold on the Croatian market with those of the EU redefine the process of product quality control on goods entering Croatia and at points of sale clearly define customs regimes for groups of products, thus making export procedure easier and faster, including laboratory testing and certification of products - establish supervision at borders in accordance with EU standards. By adjusting to EU requirements in applying TQM and EFQM, the competitiveness of Croatian entrepreneurs would be strengthened. This would resolve the constant question of whether Croatia is ready, in terms of products or services, for an appearance on the international market. RESEARCH RESULTS The introduction of the total quality management system in this factory was a scientific contribution of demonstrable success. There was an improvement in quality of products and services to the final consumer, an increase in customer satisfaction and customer loyalty, mutual trust, competitive ability and marketing power. Total quality management, lowers costs by making quality part of the entire production process. There is a rise in profitability, productivity and employee satisfaction, growth in the companys reputation and value. Research confirmed the original hypothesis that it was not possible to establish a total quality management system without first measuring and defining the standards expressed only by the buyers, and using these measurements as a management tool and basis for further promoting quality. Below we show how feed-back is assessed; this data is statistically processed and supported by detailed explanations. Systematic and previously prepared questions were sent (in order) to the food industry, the pharmaceutical, chemical and beverage industries, and statistics extracted from the information with the data given below. Figure 2: Satisfaction with product quality in 2008  Source: Data processed from survey carried out by the authors A General product quality B Adherence to general specifications C Information provided on the product D Quality constancy (technical characteristics) E Tolerance of dimensions and gramme-weight of packaging F Adaptability of delivered goods to customer requirements G - Mechanical characteristics of packaging H Transport and unloading of goods Figure 2. contains the following parameters: general product quality, adherence to general specifications, information provided on the products, quality constancy (technical characteristics), tolerance of dimensions and gramme-weight of packaging, adaptability of delivered goods to customer requirements, mechanical characteristics of packaging, and transport and unloading of goods. Customers were required to state their satisfaction with these parameters, in order, (very dissatisfied, dissatisfied, sometimes satisfied, satisfied, very satisfied). From the above chart it is clear that 82.82% of buyers were generally satisfied with product quality, and 18.18% very satisfied. The percentage of customers satisfied with adherence to general specifications was 72.73%, and 27.27% were very satisfied. The percentage of customers sometimes satisfied with information provided on the product was 9.09%, 63.64% were satisfied, and 27.27% were very satisfied. With constant quality 63.64% were satisfied, and 36.36% very satisfied. With tolerance of dimensions and gramme-weight of packaging 72.73% were satisfied, and 27.27% very satisfied. With adaptability of delivered goods to customer requirements 81.82% of buyers were satisfied and 18.18% very satisfied. With the mechanical characteristics of packaging, 81.82% were satisfied, and 18.18% very satisfied. With transport and unloading of goods 81.82% of buyers were satisfied and 18.18% very satisfied. Figure 3: Satisfaction with the technical department in 2008  EMBED Excel.Chart.8 \s Source: Data from a survey carried out by the authors A Accessibility of technical department and personnel B Readiness to provide information on request C Answers and explanations in response to customer questions D Problem solving or providing information E Acceptance of suggestions from customers F Suggestions for possible improvements to packaging quality G Customer inclusion in development of a new product Figure 3. contains the following parameters: accessibility of technological department and personnel, readiness to provide information on request and promptness of response, answers and explanations in response to customer questions, solving problems or any complaints, acceptance of suggestions from customers (flexibility), suggestions for possible improvements to packaging or possible savings, inclusion in development of a new product or packaging. Customers were required to state their satisfaction with the parameters, in order, (very dissatisfied, dissatisfied, sometimes satisfied, very satisfied). The chart shows that 72.73% of the customers were satisfied and 27.27% very satisfied with the accessibility of the technical department and personnel, The percentage of customers satisfied with readiness to provide information on request and promptness of response was 54.55%, and 45.45% were very satisfied. The percentage of customers satisfied with the answers and explanations provided in response to questions addressed to the manufacturers was 63.64%, while 36.36% were extremely satisfied. The percentage of customers satisfied with the solving of problems or complaints was 54.55%, with 45.45% very satisfied. With the acceptance of suggestions from customers, 9.09% of the customers were sometimes satisfied, 54.55% were satisfied, and 36.36% very satisfied. With suggestions for possible improvements to packaging quality or possible savings 9.09% of the customers were dissatisfied, 9.09% sometimes satisfied, 54.55% were satisfied and 27.27% very satisfied. With the inclusion by the manufacturer of customers in the development of a new product or packaging (by supplying suggestions), 9.09% were very dissatisfied, 18.18% sometimes satisfied, 36.36% were satisfied, and 36.36% very satisfied with the proposal. Figure 4: Satisfaction with the processing and execution of orders in 2008  EMBED Excel.Chart.8 \s Source: Data from a survey carried out by the authors A Receiving and processing orders B Deadlines and deliveries C Honouring agreed delivery deadlines D Honouring the quantities ordered (deviation from the quantities ordered) E Flexibility in changing order deadlines and quantities F Speed of delivery of finished goods and transport flexibility G Resolving any disputes or complaints H Documents clear and readable Figure 4. contains the following parameters: receiving and confirming orders, deadlines for the delivery, honouring agreed delivery deadlines, honouring the quantities ordered (deviation from the quantities ordered), flexibility in changing order deadlines and quantities, speed of delivery of finished goods and transport flexibility, resolving any disputes or complaints, documents clear and readable. Customers were asked to provide a written statement of satisfaction with these parameters, in order (very dissatisfied, dissatisfied, sometimes satisfied, very satisfied). The chart shows that 18.18% of the buyers were sometimes satisfied with the receiving and confirmation of orders, 54.55% satisfied, and 27.27% very satisfied. Concerning the deadlines of goods delivery, 9.09% were dissatisfied, 72.73% were satisfied, and 18.18% very satisfied. With the honouring of agreed delivery deadlines, 27.27% were sometimes satisfied, 54.55% were satisfied, and 18.18% very dissatisfied. With speed of delivery of finished goods and flexibility in transport, 18.18% of the buyers were sometimes satisfied, 63.64% were satisfied, and 18.18% very satisfied. With the resolution of possible disputes or complaints, 54.55% of the customers were satisfied, and 45.45% were very satisfied with the manufacturers. With the clear and readable documents, 63.64% of the consumers were satisfied, and 36.36% very satisfied. Figure 5. Satisfaction with the sales department in 2008  EMBED Excel.Chart.8 \s Source: Data from a survey carried out by the authors A Offers and replies to customer inquiries B Speed and promptness of reply from the manufacturer C Usefulness of information received D - Resolving of conflicts and problems E Timely fulfilment of obligations F Readiness to accept the buyers suggestions G Everyday communication and helpfulness on the part of the manufacturer H Accessibility of sales staff Figure 5. contains the following parameters: offers and replies to customer inquiries, speed and promptness of reply, usefulness of information received, resolving of conflicts and problems, timely fulfilment of obligations, readiness to accept suggestions (staff flexibility), everyday communication and helpfulness, and availability of the sales staff. Customers were asked to state their satisfaction with these parameters, in order, (very dissatisfied, dissatisfied, sometimes satisfied, very satisfied). The chart shows that 36.36% of the buyers interviewed were satisfied with the manufacturers offers and replies, and 63.64% very satisfied. With speed and promptness of reply 54.55% were satisfied, and 45.45% very satisfied. With the usefulness of the information received, 63.64% were satisfied, and 36.36% very satisfied. With resolving of conflicts and problems, 45.45% of the customers questioned were satisfied, and 54.55% very satisfied. With the timely fulfilment of obligations, 9.09% of customers were sometimes satisfied, 72.73% satisfied, and 18.18% very satisfied. With the readiness to accept suggestions (staff flexibility), 36.36% of the buyers were satisfied, and 63.64% very satisfied. With everyday communication and helpfulness 36.36% of the customers interviewed were satisfied, and 63.64 very satisfied. With availability of sales staff 27.27% were satisfied, and 72.73% very satisfied. Figure 6. Overall impression of the company as a supplier in 2008  EMBED Excel.Chart.8 \s Source: Data from a survey carried out by the authors A Product quality B Technical support C - Delivery deadlines D Conditions of sale E Processing of orders and delivery F Flexibility G Customer support Figure 6. contains the following parameters: product quality, technical support, delivery deadlines, conditions of sale, processing of orders and delivery, flexibility, customer support. Customers were asked to state their satisfaction with these parameters, in order, (the manufacturing company is much better, better, the same, worse than the same type of company). The graph shows that, concerning product quality, 18.18% of the buyers interviewed said that the company was much better than other companies of the same type, 36.36% that it was better, and 36.36% that it was the same. To the question of technical support, 27.27% answered that the company was much better, 18.18% that it was better, 36.36% that it was the same, and 9.09% replied that the company was not as good. The company delivery deadlines were thought by 9.09% of the buyers to be much better than the others, 36.36% said that it was better, 36.36% responded that it was the same, 9.09% as not so good, and 9.09% said that it was worse than other companies of the same type. In conditions of sale, the company is, according to 18.18%, much better than others, 45.45% responded that it was better, 18.18% that it was the same, and 9.09% that it was not as good. With the processing of orders and deliveries, 9.09 believe that it is much better than the rest, 54.55% that it is better, 27.27% that it is the same as the other companies, and 9.09 believe that the company is not as good. The companys flexibility was rated as much better than the rest by 27.27%, better than others by 45.45%, the same as others by 18.18% and not as good by 9.09%. Customer support was rated as much better than other companies by 18.18%, 45.45% said that it was better than others, 27,27% that it was the same and 9.09% that it was not as good as in other companies of the same type. The desire here is to point out the importance of analysis obtained from polling the customers. This study confirms that work on quality improvement in the lower rated areas is important for the establishment of TQM in a company. It will also help reduce any difficulties in production and achieve business productivity, an increase of profitability and satisfaction on the part of buyers and manufacturers by achieving the joint goal of satisfying the customer in advance. CONCLUDING REMARKS With the implementation of TQM and the model of business excellence, a company learns to become alert to customer requests and expectations and endeavours to develop sensitivity to factors affecting trust and the analysis of real data and facts, as has been substantiated by material proof, where the buyer indicates and the company works on the continuous improvement of quality, while endeavouring to remain true to the buyer. The idea behind the continuous training of employees included in the system should be pointed out, and of encouraging employees to always do better. For employees to give off their best and work to the best of their ability, there must be well-being and understanding between them and the management. It is necessary to establish a relationship of partners between employees, employers and users or potential users of quality services. Possible crisis cases should be taken into account and prompt action taken in the face of new situations. Bad or risky situations should be eliminated before they become alarming and employees educated in how to deal with them The goal of every company is certainly to be present on the market. If success is to be guaranteed, it is necessary to ensure a rise in the standard of living over the longer period. Countries become more competitive by focusing on the resources that stimulate growth in productivity (innovation, education, transfer of foreign technology, opening new companies). To ensure success on foreign markets means to encourage savings and investment, in order to strengthen competitiveness and beat a path towards the EU. This is possible only by synchronising with European standards and taking a preventive approach to producing a safe product. This is surely the key to success for all involved in the production, manufacture and marketing of food in the present whirlwind of competition on global and local markets. 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Duga kib d , a i j &  w~طط詟ogc_RcchM!W5CJaJmH sH h hM!WhM!WCJaJ hM!WhM!W>*B*CJaJph hM!Wh >*B*CJaJphh CJaJ hM!WCJhM!WB*CJphhM!WB*OJQJ^JphhM!W0JCJaJmHsH%jhM!WCJUaJmH sH jhM!WCJUaJmH sH hM!WCJaJmHsHhM!WCJaJmH sH   l( R , 7 L a & L V f =W=W=W=W=W=W=W=W=W=W=W=W=W=W=W=W=W=W=W=W=W=W=W=W=W=W=W dhgdJdhgdJV   w~ &?.@.=W=W=W=W=W=a=W=W=W=V#2=l!=W=B=W=W=?=V#2=W=W=W=W=g*<=8P=Wdhgd "dhgdJ $dha$gdJ!dhgdJdhgdJ ));*<*,,@.t.33===> > >#>?.???4C5CUFFYGZG K KVV [ [^̅zhM!W0J6CJaJ-jhM!W5CJUaJmHnHsH tH uh \aJmH sH hM!W\aJmH sH hM!W0JCJaJmH sH hM!WCJaJmH sH hM!W5CJaJmH sH hM!WhM!WCJaJmH sH hM!WhM!WCJaJhM!WhM!W5CJaJ,@.A.q.s.06<==> > > > >>>>>>">TFUFVFFF]OR=W=W=W==g*<=8="=W=W=W=W=W=W=W=W=W=W=W=W=V=W=W=a=W=K]=$dhgdJ $dha$gdJdhgdJR V!Z \ \V\y\\#]|]]]^^^^__cc=l!=s+="=W=W=W=a=W=W=W=W=^ =W=W=W=W=W=.=WdhgdJ hdh^hgdJ & F dhgdJ hdh`hgdJ$hdh^ha$gdJ$ & F dha$gdJ$hdh`ha$gdJ^^^_cccccdddrexeze{e8kT(LNX^⪡h 5CJ\hM!W56CJ\hM!W5CJ\h hM!W5CJaJmH sH h h 5CJaJmH sH h CJaJmH sH hM!WCJaJmH sH hM!W5CJaJmH sH jhM!WUjh U3RfՖ֖זٖؖ\td2TF=W=W=W=L="=W=W=W=W=W=W=.=E(=W=W=W=W=W=W=W=a=a=W=W=a=a=a $dha$gdJ $dha$gdJF"ʞ(ry "NH.=a= =a=a=W=a=W=a=a=W= =a=W=W=a=a=a=a=a=a=W=W=W=WdhgdJ $dha$gdM!W $dha$gdJ $dha$gdJD&#$>ŤgR "NPT,FJrȨҩjPIcd| hM!WCJ hM!W5CJUhM!WCJ\aJmH sH hM!W5CJaJmH sH hM!WhM!W5CJaJmH sH hM!WhM!W5CJaJhM!W5CJ\hM!W56CJ\ hM!W0J56B*CJ\phhM!W0J5CJ\hM!W0J5B*CJ\ph0, Lij. Vjesnik,VII mj. 2003. 7. United States Department of Agriculture, Food Safety and Inspection Service, Cooking for Groups, str. 1-10. 8. WAVFH (Stockholm, 2-7 July 1989). Proceedings, 205-210. Legal sources in the Republic of Croatia: 1. The Food Act (NN 46/07) 2. Regulations on Standards (NN 163/03) Other: 1. Ani, v., Goldstein, I., Rje nik stranih rije i, Novi liber, Zagreb, 1999. 2. English Croatian dicttionary (Englesko  hrvatski rije nik), `kolska knjiga, Zagreb, 1996. 3. ISO 22000:2005; EN ISO 22000 :2005, Zagreb, 2006. 4. ISO Catalogue, International Organization for Standardization, 1998. 5. Poslovni rje nik, Masmedia, Zagreb, 1992. Internet sources: 1. http:// www. euronorm.net/content/template.php 09.04.2006. 2. http:// www. fsis.usda.gov/oa/haccp/imphaccp.htm-3k 09.04.2006. 3. http:// www. kvaliteta.inet.hr/haccp/indeks.htm 15.05.2006. 4.www.ciesnet.com/05.03.2008. 5. www.sqfi.com/05.03.2008. 6.  HYPERLINK "http://www.qmabrands.com/05.03.2008" www.qmabrands.com/05.03.2008. 7.www.konkurentnost.hr/15.05.2008. 8.  HYPERLINK "http://www.vijeeza" www.vijeezakonkurentnost/22.05.2008.  SHAPE \* MERGEFORMAT  1 Holjevac Avelini, I., Quality Management in Tourism and the Hotel Industry, Faculty of Tourism and Hospitality Management, Opatija, 2002, p. 8. 2 Op.cit., p.11. 3 http://www.afp.hr/Default.aspx.19.02.2009. 4 TV SD Sava is part of the German business consortium TV S, the leading world company in consulting, inspection, research and provision of expert opinion, certification and training. TV SD was founded in 1866 and since then has contributed enormously to increased safety and economic value in the field in which it operates. It is present in 500 locations worldwide serving 5.5 million clients. 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M4523  O43" 44c3 D?3O% M3O&Q444% ^NM =3O&Q :Analiza zadovoljstva kupaca'44e A A A A A B B B B B C C C C C D D D D D E E E E E F F F F F G G G G G H H H H He/袋.?F]tE?F]tE?tE]t?F]tE?]tE]?tE]t?]tE]?F]tE?F]tE?tE]t?/袋.?F]tE?/袋.?F]tE?/袋.?F]tE?e> F]ted  FMHP Color LaserJet 2600n4XXSDDMHP Color LaserJet 2600n -d4"d,,??3` 4#` 4#` 4#pk03add23 M  4 3Q ;  (very dissatisfiedQ ; Q ; Q3_ O  f vd @"B  ` MM<4E4 3Q ;   dissatisfiedQ ; Q ; Q3_ O 3f f vd @"B  ` MM<4E4 3Q ;  *sometimes satisfiedQ ; Q ; Q3_ O  f vd @"B  ` MM<4E4 3Q ;   satisfiedQ ; Q ; Q3_ O  f vd @"B  ` MM<4E4 3Q ;   very satisfiedQ ; Q ; Q3_ O ff f vd @"B  ` MM<4E43_ M  f vd @"B  ` MM<43_ M f f vd @"B  ` MM<43_ M  f vd @"B  ` MM<43_ M   f  vd @"B  ` MM<4 3_ M ! f !vd @"B  ` MM<4D$% M 3O&Q4$% M 3O&Q4FA 3O.CEd3 boPP PZaajkR R R RR RV Vd* Z&S S43*" &4523   43" {3O% M3OQ44 O4S S4c32 [?3O% M3O&Q444S S 4e A A A A A B B B B B C C C C C D D D D D E E E E E F F F F F G G G G G H H H H He/袋.?F]tE?F]tE?tE]t?F]tE?]tE]?tE]t?]tE]?F]tE?F]tE?tE]t?/袋.?F]tE?/袋.?F]tE?/袋.?F]tE?e> F]tad  FMHP Color LaserJet 2600n4XXSDDMHP Color LaserJet 2600n -d4"d,,??3` 4#` 4#` 4#pk03add23 M 4 3Q ;  (very dissatisfiedQ ; Q ; Q3_ O  f vd @"B  ` MM<4E4 3Q ;   dissatisfiedQ ; Q ; Q3_ O 3f f vd @"B  ` MM<4E4 3Q ;  *sometimes satisfiedQ ; Q ; Q3_ O  f vd @"B  ` MM<4E4 3Q ;   satisfiedQ ; Q ; Q3_ O  f vd @"B  ` MM<4E4 3Q ;   very satisfiedQ ; Q ; Q3_ O ff f vd @"B  ` MM<4E43_ M  f vd @"B  ` MM<43_ M f f vd @"B  ` MM<43_ M  f vd @"B  ` MM<43_ M   f  vd @"B  ` MM<4 3_ M ! f !vd @"B  ` MM<4D$% M 3O&Q4$% M 3O&Q4FA 3O.CEd3 bPP PZaajkR R R RR RV Vd* Z&S S43*" &4523   43" {3O% M3OQ44 O4S S4c32 [?3O% M3O&Q444S S 4e A A A A A B B B B B C C C C C D D D D D E E E E E F F F F F G G G G G H H H H He/袋.?F]tE?F]tE?tE]t?F]tE?]tE]?tE]t?]tE]?F]tE?F]tE?tE]t?/袋.?F]tE?/袋.?F]tE?/袋.?F]tE?e> F]tad  F"D???3` 8"` 8"2(?3edd 3Q ;  (very dissatisfiedQ ; &Q ; &Q3_4E4 3Q ;   dissatisfiedQ ; &Q ; &Q3_4E4 3Q ;  *sometimes satisfiedQ ; &Q ; &Q3_4E4 3Q ;   satisfiedQ ; &Q ; &Q3_4E4 3Q ;   very satisfiedQ ; &Q ; &Q3_4E4D$% M 3O&Q4$% M 3O&Q4FA%4 73O%4 73 b#M!  O43*#M! M! M NM43" :ddV ;_3OV % M3OQ4444c3 ;y?3O% M3OQ4444e A A A A A B B B B B C C C C C D D D D D E  E  E  E  E  F F F F F G G G G GADocuments clear and readableADocuments clear and readableADocuments clear and readableADocuments clear and readableADocuments clear and readableeF]tE?tE]t?tE]t?F]tE?F]tE?]tE]?F]tE?F]tE?F]tE?F]tE?tE]t?tE]t?F]tE?F]tE?F]tE?]tE?tE]t?F]tE?]tE]?F]tE?tE]t?]tE?]tE]?F]tE?e> F]ted  FMHP Color LaserJet 2600n4 XXSDDMHP Color LaserJet 2600n -d4" dX??3` 8"` 8"Y3edd 3Q: ' <ZADOVOLJSTVO ODJELOM PRODAJEQ ; ''QQ3_4EC4 3Q: ( T(Offers and replies to customer inquiriesQ ; ((QQ3_4E4 3Q: ) j3Speed and promptness of reply from the manufacturerQ ; ))QQ3_4E4 3Q: * J#Usefulness of information received Q ; **QQ3_4E4 3Q: + J#Resolving of conflicts and problemsQ ; ++QQ3_4E4 3Q: , D Timely fulfilment of obligationsQ ; ,,QQ3_4E4 3Q: - Z+Readiness to accept the buyer s suggestionsQ ; --QQ3_4E4 3Q: . LEveryday communication and helpfulness on the part of the manufacturer Q ; ..QQ3_4E4 3Q: / <Accessibility of sales staffQ ; //QQ3_4E4D$% M 3O&Q4$% M 3O&Q4FA'3O)CU 3 b#M43*#M! M43"  2/ 3O 2% M3OQ44PP PZaajkR R R RR Rkk3_ M NM ] MM<4S S4S S4c3-M x ?3O% M3OQ444S S 4 eeF]tE?tE]t?F]tE?tE]t?]tE]?]tE?F]tE?F]tE?F]tE?F]tE?]tE]?]tE?F]tE?tE]t?F]tE?]tE]?]tE]?e> ]tEed  F"???y3` 8"` 8"2(?3edd 3Q ; 22 FUKUPNI DOJAM O ALUFLEXPACKU KAO DOBAVLJA U much better better the sameQ ; 22Q ; 11Q3_4E4 3Q ; 33 L$Product quality 18,18% 36,36% 36,36%Q ; 33Q ; 11Q3_4E4 3Q ; 44 P&Technical support 27,27% 18,18% 36,36%Q ; 44Q ; 11Q3_4E4 3Q ; 55 P&Delivery deadlines 9,09% 36,36% 36,36%Q ; 55Q ; 11Q3_4E4 3Q ; 66 R'Conditions of sale 18,18% 45,45% 18,18%Q ; 66Q ; 11Q3_4E4 3Q ; 77 n5Processing of orders and delivery 9,09% 54,55% 27,27%Q ; 77Q ; 11Q3_4E4 3Q ; 88 D Flexibility 27,27% 45,45% 18,18%Q ; 88Q ; 11Q3_4E4 3Q ; 99 N%Customer support 18,18% 45,45% 27,27%Q ; 99Q ; 11Q3_4E4D$% M 3O&Q4$% M 3O&Q4FAs[3O%4c 73 b+MZ43*#M! M4523  O43"  ?3O ?% M3OQ44PP PZaajkR R R RR RkkS S4S S4c3(P ~?3O% M3OQ444S S 4e                        eF]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?e> ed  F"??p3` 8"` 8"2(?3edd 3Q : 1  Q ; 29Q ; 29Q3_4E4 3Q : 1 Q ; 29Q ; 29Q3_4E4D$% M 3O&Q4$% M 3O&Q4FA%473O%473 b#M!  O43*#M! M! M NM43" :dd.Uc3O.U% M3OQ4444c3gvc?3O% M3OQ4444e?the same better much better?the same better much betterQ$36,36% 36,36% 18,18% Product qualityQ$36,36% 36,36% 18,18% Product qualityU&36,36% 18,18% 27,27% Technical supportU&36,36% 18,18% 27,27% Technical supportU&36,36% 36,36% 9,09% Delivery deadlinesU&36,36% 36,36% 9,09% Delivery deadlinesW'18,18% 45,45% 18,18% Conditions of saleW'18,18% 45,45% 18,18% Conditions of sales527,27% 54,55% 9,09% Processing of orders and deliverys527,27% 54,55% 9,09% Processing of orders and deliveryI 18,18% 45,45% 27,27% FlexibilityI 18,18% 45,45% 27,27% FlexibilityS%27,27% 45,45% 18,18% Customer supportS%27,27% 45,45% 18,18% Customer supporteF]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?e> ed  F"2??%3` 8"` 8"2(?3edd 3Q ; 22 FUKUPNI DOJAM O ALUFLEXPACKU KAO DOBAVLJA U much better better the sameQ ; 22Q ; 11Q3_4E4 3Q ; 33 L$Product quality 18,18% 36,36% 36,36%Q ; 33Q ; 11Q3_4E4 3Q ; 44 P&Technical support 27,27% 18,18% 36,36%Q ; 44Q ; 11Q3_4E4 3Q ; 55 P&Delivery deadlines 9,09% 36,36% 36,36%Q ; 55Q ; 11Q3_4E4 3Q ; 66 R'Conditions of sale 18,18% 45,45% 18,18%Q ; 66Q ; 11Q3_4E4 3Q ; 77 n5Processing of orders and delivery 9,09% 54,55% 27,27%Q ; 77Q ; 11Q3_4E4 3Q ; 88 D Flexibility 27,27% 45,45% 18,18%Q ; 88Q ; 11Q3_4E4 3Q ; 99 N%Customer support 18,18% 45,45% 27,27%Q ; 99Q ; 11Q3_4E4D$% M 3O&Q4$% M 3O&Q4FA%4c 73O%4c 73 b#M!  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" 12223 2 23# 4 5 5 X 6 ]% 5& 6$ 7Y 8 8Y 9 ^8 9& .%&&Z'_&' / ())[*H)* !/!())[*H)*D l(FJzh((4((((((((((((((FJzh((" # $ % &  '  ( ) * + , - . /  0  1 h2 w 3 4 5 6 7 8 9  : J ; h< w = 0> , ? h@ w A 0 "/"())[*H)* #/#())[*H)* $/$())[*H)* %A%BCCaDbCD &E&+,,\-F,- ':';;;;;;;< (@(=>>`?G>? )/)())[*H)* */*())[*H)* +/+())[*H)* ,/,())[*H)* -/-())[*H)* ./ .())[*H)* /0!/+,,\-F,- 0:-0;;;;;;;< 1. 1 145 153 157 151 163 2I/ 2JJS 276 284 288 282 290 3P93QQR%&&&' 4K;4LLM()))* 5K:5LLM()))* 6K<6LLM()))* 7K=7LLM()))* 8K>8LLM()))* 9E?9NNO+,,,-:; ;4B ;5D ;5F ;5E ;6I < @ < <7C <8E <8G <8H <9E =WA=TUUUV>? ?4K ?5L ?5M ?5O ?6K @ J @ @7L@8 @8N@8 @9O AWPATUUUVDl(((((((((((((((dd(((((((Xd(X\B  C hD w E 0G  BBC C4S C5 C5 C5 C6K D Q D D7T D8 D8D8 D9 EWRETUUUV GGP(X`(>N@<d  7 11Q3_4E4 3Qi ; 77 n5Processing of orders and delivery 9,09% 54,55% 27,27%Q ; 77Q ; 11Q3_4E4 3Qi ; 88 D Flexibility 27,27% 45,45% 18,18%Q ; 88Q ; 11Q3_4E4 3Qi ; 99 N%Customer support 18,18% 45,45% 27,27%Q ; 99Q ; 11Q3_4E4D$% M 3O&Q4$% M 3O&Q4FA'3O)Ca 3 b+MZ43*#M! 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@ 0 @ 0 @  (`@  (` 0@@ 0@ 0  @ 0!@ 0 ! @ 0@ 0 0   ( ` 0&@ @ 0&@ @ 0!&@ @ 8 @  "8@@  "8`@ 0@@ 0@@ 0!@@  "8 @  "8` 0 @ 0@@ 0@@ 0 @ 0@ 0!@      $@   $  @   ,@   ,  @   , @   ,   ,  "<@ @  "<@ @  "<@@  ">]M7ZRzy||<|úgn/ȵ:|1Ѣ{]plH氒Kz{t:waX/0Lmtuӷ_u-2[N\{v6J9t@d'uݾ{㳩ALBfeOszD2<5WCFTiW|Pf?qsnnXV )(U S+P}RA|E))A_~J pܳsxPXxP81lXI*V(p7|=fsdչ׋x'%SnVRzyFLLL;.%9ijnac~e?pg[ ;4$XO ""J1 Օ|a"FHL+ @(/ffiz4Gc毬a ^AbtT$B۷ؖi$秧2u֏7ZlzjjIUUw|.gSPNutDݯay҃Q Y0:nUq'4B79e!"qa@"Vk"#̽K¢ 홿$PӯfRyggl9\.GQwf킾v1Y.jځi  e 6>LɡRjF)eq?e0iXRΡCGmPt<)P|T.bѹ5fs౜~g1 :cނsɴ/H @pFH/^d산hgLQJy(pY"ս(g9G; B-߈9j˝QQ;ī^Y37M ͛h/OLf_^,'ZZZjb;bō[;v>, *Pz2Ԕ_덍ɔJ9ح[;!ʎaO#=GIzx\{3yHXАu9&2NkLI=B_U%H ұzќu$rd2LJ5ϕR ,lqCu7bIrzK[U1XPx<省@yϳWɤA%.+xW1dS~{gfH*.u7^{3?X$UMW=Xz1XmB966ey$5%TX64$Ql6kECÒISw%IrrrՕgvki(Sgar?OOOUgZQk4s(Ð7nZ6[Dg2lpHBSд,]rӍ1=_$?ٌrٙ{3l`9=c[dpggU*Zm\vL.T?bD\.S P XE79یN E&'`tz @.&s/ZK@FJR1^ׂ+U*ZG߲SS *;8;N1==oCmwSpqPO*UKslʐ6s9V8?f_(IENDB`3 A@@   PARAMETRIjako zadovoljniponekadjakonezado-voljniSa navedenim parametrima vi ste...Za vas su specificirani parametri...pridr~avanje ope specifikacijepru~ene informacije o proizvoduXprilagodljivost isporu ene robe vaaim zahtjevima (dimenzije rola, na in pakiranja i dr.)transport i istovar robe ,ZADOVOLJSTVO OBRADOM I REALIZACIJOM NARUD}BI#zaprimanje narud~bi i potvrda istihrokovi isporuke roba&poativanje dogovorenih rokova isporukeIpoativanje naru enih koli ina (odstupanje naru ene i isporu ene koli ine)Cfleksibilnost prilikom izmjena narud~bi u pogledu rokova i koli ina?brzina isporuke gotove robe i fleksibilnost u na inu transporta.rjeaavanje eventualnih sporova ili reklamacija&jasnoa i preglednost naaih dokumenataZADOVOLJSTVO ODJELOM PRODAJEdostupnost osoblja prodajeponude i odgovori na vaae upite(brzina i pravovremeno dobivanje odgovorakorisnost dobivenih informacija%rjeaavanje spornih pitanja i problema pravovremeno ispunjavanje obvezaAspremnost na prihvaanje vaaih prijedloga (fleksibilnost osoblja)$svakodnevna komunikacija i uslu~nost)ZADOVOLJSTVO TEHNI KO-TEHNOLO`KIM ODJELOM0dostupnost tehnoloakog odjela i njegovog osoblja!ZADOVOLJSTVO KVALITETOM PROIZVODAneva~niva~ni<spremnost za pru~anje tra~enih informacija i brzina odgovora8rjeaavanje nastalih problema ili eventualnih reklamacija8prihvaanje vaaih prijedloga i sugestija (fleksibilnost)Nprijedlozi o moguim poboljaanjima kvalitete ambala~e ili eventualnim uatedama/dobiveni odgovori i pojaanjenja na vaaa pitanja8ukulju enost prilikom razvoja novog proizvoda (ambala~e)*UKUPNI DOJAM O ALUFLEXPACKU KAO DOBAVLJA U&Kako biste ocijenili AFP u usporedbi s%vaaim drugim dobavlja ima po pitanju: je loaiji AFP nije tako dobarAFPje boljiAFP je puno boljiAFP je jednakkvalitete proizvodarokova isporuketehni ko-tehnoloaka podrakeuvjeta prodaje$obrade narud~bi i odvijanja isporukafleksibilnosti podrake kupcu"Koliko je va~an dobavlja ev sustav,upravljanja kvalitetom? (ISO certifikati...)uope nije va~annijeva~andonekleje va~anjevrlo je)Koji je trend vaaeg zadovoljstva s AFP-omvrlo negativannepro-mjenjiv pozitivantijekom posljednje 2 godineKako ste openito zadovoljni? vrlo neza-dovoljni"openito kvaliteta naaih proizvoda9konstantnost kvalitete (tehni ke karakteristike i otisak)4tolerancije u pogledu dimenzija i gramature ambala~e=mehani ka svojstva ambala~e (planarnost, spojevi u rolama...) nezadovoljni*UKUPNI DOJAM O ALUFLE1PACKU KAO DOBAVLJA Uvery dissatisfied sometimes satisfiedvery(Offers and replies to customer inquiries3Speed and promptness of reply from the manufacturer#Usefulness of information received #Resolving of conflicts and problems Timely fulfilment of obligations+Readiness to accept the buyer s suggestionsLEveryday communication and helpfulness on the part of the manufacturer Accessibility of sales staff much betterbetterthe sameworse the worstProduct qualityTechnical supportDelivery deadlinesConditions of sale!Processing of orders and delivery FlexibilityCustomer supportABCDEFGHE G dissattisfied* H+l,/b136 ,7P 8D 89;5*<N=2>V>  FMDEPSON Stylus C40 Seriesp|m|`f 4dhh4 *** qhhDLLName32=E_DU13AE.DLL L dL 2EPSON Stylus C40 Series***" d??3` ,2` ,3_п3d23 M NM4 3Q ;  (very dissatisfiedQ ; &Q ; &Q3_4E4 3Q ;   dissatisfiedQ ; &Q ; &Q3_4E4 3Q ;  *sometimes satisfiedQ ; &Q ; &Q3_4E4 3Q ;   satisfiedQ ; &Q ; &Q3_4E4 3Q ;   very satisfiedQ ; &Q ; &Q3_4E4D $% M 3O&2Q4$% M 3O&3Q4FAW 3OW 3 b#M!  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O43*#M! M! M NM43" :ddV ;_3OV % M3OQ4444c3 ;y?3O% M3OQ4444e A A A A A B B B B B C C C C C D D D D D E  E  E  E  E  F F F F F G G G G GADocuments clear and readableADocuments clear and readableADocuments clear and readableADocuments clear and readableADocuments clear and readableeF]tE?tE]t?tE]t?F]tE?F]tE?]tE]?F]tE?F]tE?F]tE?F]tE?tE]t?tE]t?F]tE?F]tE?F]tE?]tE?tE]t?F]tE?]tE]?F]tE?tE]t?]tE?]tE]?F]tE?e> F]ted  FMHP Color LaserJet 2600n4 XXSDDMHP Color LaserJet 2600n -d4" dX??3` 8"` 8"Y3edd 3Q: ' <ZADOVOLJSTVO ODJELOM PRODAJEQ ; ''QQ3_4EC4 3Q: ( T(Offers and replies to customer inquiriesQ ; ((QQ3_4E4 3Q: ) j3Speed and promptness of reply from the manufacturerQ ; ))QQ3_4E4 3Q: * J#Usefulness of information received Q ; **QQ3_4E4 3Q: + J#Resolving of conflicts and problemsQ ; ++QQ3_4E4 3Q: , D Timely fulfilment of obligationsQ ; ,,QQ3_4E4 3Q: - Z+Readiness to accept the buyer s suggestionsQ ; --QQ3_4E4 3Q: . 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M43"  2/ 3O 2% M3OQ44PP PZaajkR R R RR Rkk3_ M NM ] MM<4S S4S S4c3-M x ?3O% M3OQ444S S 4 eeF]tE?tE]t?F]tE?tE]t?]tE]?]tE?F]tE?F]tE?F]tE?F]tE?]tE]?]tE?F]tE?tE]t?F]tE?]tE]?]tE]?e> ]tEed  F"???y3` 8"` 8"2(?3edd 3Q ; 22 FUKUPNI DOJAM O ALUFLEXPACKU KAO DOBAVLJA U much better better the sameQ ; 22Q ; 11Q3_4E4 3Q ; 33 L$Product quality 18,18% 36,36% 36,36%Q ; 33Q ; 11Q3_4E4 3Q ; 44 P&Technical support 27,27% 18,18% 36,36%Q ; 44Q ; 11Q3_4E4 3Q ; 55 P&Delivery deadlines 9,09% 36,36% 36,36%Q ; 55Q ; 11Q3_4E4 3Q ; 66 R'Conditions of sale 18,18% 45,45% 18,18%Q ; 66Q ; 11Q3_4E4 3Q ; 77 n5Processing of orders and delivery 9,09% 54,55% 27,27%Q ; 77Q ; 11Q3_4E4 3Q ; 88 D Flexibility 27,27% 45,45% 18,18%Q ; 88Q ; 11Q3_4E4 3Q ; 99 N%Customer support 18,18% 45,45% 27,27%Q ; 99Q ; 11Q3_4E4D$% M 3O&Q4$% M 3O&Q4FAs[3O%4c 73 b+MZ43*#M! M4523  O43"  ?3O ?% M3OQ44PP PZaajkR R R RR RkkS S4S S4c3(P ~?3O% M3OQ444S S 4e                        eF]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?e> ed  F"??p3` 8"` 8"2(?3edd 3Q : 1  Q ; 29Q ; 29Q3_4E4 3Q : 1 Q ; 29Q ; 29Q3_4E4D$% M 3O&Q4$% M 3O&Q4FA%473O%473 b#M!  O43*#M! M! M NM43" :dd.Uc3O.U% M3OQ4444c3gvc?3O% M3OQ4444e?the same better much better?the same better much betterQ$36,36% 36,36% 18,18% Product qualityQ$36,36% 36,36% 18,18% Product qualityU&36,36% 18,18% 27,27% Technical supportU&36,36% 18,18% 27,27% Technical supportU&36,36% 36,36% 9,09% Delivery deadlinesU&36,36% 36,36% 9,09% Delivery deadlinesW'18,18% 45,45% 18,18% Conditions of saleW'18,18% 45,45% 18,18% Conditions of sales527,27% 54,55% 9,09% Processing of orders and deliverys527,27% 54,55% 9,09% Processing of orders and deliveryI 18,18% 45,45% 27,27% FlexibilityI 18,18% 45,45% 27,27% FlexibilityS%27,27% 45,45% 18,18% Customer supportS%27,27% 45,45% 18,18% Customer supporteF]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?e> ed  F"2??%3` 8"` 8"2(?3edd 3Q ; 22 FUKUPNI DOJAM O ALUFLEXPACKU KAO DOBAVLJA U much better better the sameQ ; 22Q ; 11Q3_4E4 3Q ; 33 L$Product quality 18,18% 36,36% 36,36%Q ; 33Q ; 11Q3_4E4 3Q ; 44 P&Technical support 27,27% 18,18% 36,36%Q ; 44Q ; 11Q3_4E4 3Q ; 55 P&Delivery deadlines 9,09% 36,36% 36,36%Q ; 55Q ; 11Q3_4E4 3Q ; 66 R'Conditions of sale 18,18% 45,45% 18,18%Q ; 66Q ; 11Q3_4E4 3Q ; 77 n5Processing of orders and delivery 9,09% 54,55% 27,27%Q ; 77Q ; 11Q3_4E4 3Q ; 88 D Flexibility 27,27% 45,45% 18,18%Q ; 88Q ; 11Q3_4E4 3Q ; 99 N%Customer support 18,18% 45,45% 27,27%Q ; 99Q ; 11Q3_4E4D$% M 3O&Q4$% M 3O&Q4FA%4c 73O%4c 73 b#M!  O43*#M! M! M NM43" :dd o3O o% M3OQ44444e                        eF]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?e> ed  FMHP Color LaserJet 2600n4 XXSDDMHP Color LaserJet 2600n -d4" dX??3` 8" ` 8"!Y3edd 3Q : 2  much betterQ ; 39Q ; 39Q3_4E4 3Q : 2 betterQ ; 39Q ; 39Q3_4E4 3Q : 2 the sameQ ; 39Q ; 39Q3_4E4 3Q : 2 worseQ ; 39Q ; 39Q3_4E4 3Q : 2  the worstQ ; 39Q ; 39Q3_4E4D$% M 3O& Q4$% M 3O&!Q4FAU f 3O)C 3 b#M43*#M! M4523  O43" ]p3O]% M3OQ4444c3-p p?3O% M3OQ4444e'Product quality'Product quality'Product quality'Product quality'Product quality+Technical support+Technical support+Technical support+Technical support+Technical support-Delivery deadlines-Delivery deadlines-Delivery deadlines-Delivery deadlines-Delivery deadlines-Conditions of sale-Conditions of sale-Conditions of sale-Conditions of sale-Conditions of saleK!Processing of orders and deliveryK!Processing of orders and deliveryK!Processing of orders and deliveryK!Processing of orders and deliveryK!Processing of orders and delivery Flexibility Flexibility Flexibility Flexibility Flexibility)Customer support)Customer support)Customer support)Customer support)Customer supporteF]tE?F]tE?F]tE?tE]t?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?]tE?F]tE?F]tE?F]tE?tE]t?tE]t?F]tE?tE]t?]tE?F]tE?F]tE?F]tE?]tE?tE]t?F]tE?e> ed  F"t??p3` 8"&` 8"'2(?3/2d 3Q :   dissatisfiedQ ; Q ; Q3_4E4 3Q :  Q ; Q ; Q3_4E4 3Q :   satisfiedQ ; Q ; Q3_4E4 3Q :  Q ; Q ; Q3_4E4 3Q :   satisfiedQ ; Q ; Q3_4E4D$% M 3O&&Q4$% M 3O&'Q4FA#|U 3O'8Q3 b#M43*#M! M4523  O43" :#3O:% M3OQ44444e A A A A A B B B B B C C C C C D D D D D E E E E E F F F F F G G G G G H H H H He/袋.?F]tE?F]tE?tE]t?F]tE?]tE]?tE]t?]tE]?F]tE?F]tE?tE]t?/袋.?F]tE?/袋.?F]tE?/袋.?F]tE?e> F]t/2 F  dMbP?_*+%1&R OBRADIO: D.PEVI &D &Rstranica &P&Q?'RQ?(Q?)x , ? h@ w !1v%!~ Z!Z %!F]tE? Z!Z %! Z!Z %!F]tE? Z!Z %!F]tE? Z!Z %! Z!Z %!F]tE? Z!Z %!/袋.? Z!Z  "1w%"~ Z"Z %" Z"Z %"tE]t? Z"Z %"tE]t? Z"Z %"F]tE? Z"Z %" Z"Z %"F]tE? Z"Z %"]tE]? Z"Z  #1|%#~ Z#Z %#F]tE? Z#Z %#F]tE? Z#Z %#]tE? Z#Z %#tE]t? Z#Z %# Z#Z %#tE]t? Z#Z %#F]tE? Z#Z  $1y%$~ Z$Z %$ Z$Z %$F]tE? Z$Z %$]tE]? Z$Z %$F]tE? Z$Z %$ Z$Z %$tE]t? Z$Z %$F]tE? Z$Z  %Cz%% Z%Z %% Z%Z %% Z%Z %%tE]t? Z%Z %%]tE? Z%Z %% Z%Z %%tE]t? Z%Z %%F]tE? Z%Z  &G{%& Z&Z %& Z&Z %& Z&Z %&]tE]? Z&Z %&F]tE? Z&Z %& Z&Z %&tE]t? Z&Z %&F]tE? Z&Z  '<' (B`%( Z(Z %( Z(Z %( Z(Z %(tE]t? Z(Z %(F]tE? Z(Z %( Z(Z %(F]tE? Z(Z %(]tE]? Z(Z  )1a%)~ Z)Z %) Z)Z %) Z)Z %)F]tE? Z)Z %)]tE]? Z)Z %) Z)Z %)F]tE? Z)Z %)]tE]? Z)Z  *1b%*~ Z*Z %* Z*Z %* Z*Z %*tE]t? Z*Z %*]tE? 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M NM43" :dd V~3O % M3OQ44444eee   >@<d7 F  dMbP?_*+% &Rstranica &P&Q?'RQ?(Q?)x B#?@@@AI@A 1'*++e,J+f 1+*++],J+, 1(*++],J+, 1)*++],J+, 1**++],J+, 2,-..^/H./ #   !   ! $ 34445 4 45% 6 7 7 Z 8 _% 7& 8& 9Y : :[ ; `: ;& 0'((\)a() 1 *++],J+, !1!*++],J+,D l(FJzh((4((((((((((((((FJzh((" # $ % &  '  ( ) * + , - . /  0  1 h2 w 3 4 5 6 7 8 9  : J ; h< w = 0> , ? h@ w A 0 "1"*++],J+, #1#*++],J+, $1$*++],J+, %C%DEEcFdEF &G&-..^/H./ '<'=======> (B(?@@bAI@A )1)*++],J+, *1**++],J+, +1+*++],J+, ,1,*++],J+, -1-*++],J+, .1 .*++],J+, /2!/-..^/H./ 0<-0=======> 1. 1 ! 165 173 177 171 183 2K/ 2LLU 296 2:4 2:8 2:2 2;0 3R93SST'((() 4M;4NNO*+++, 5M:5NNO*+++, 6M<6NNO*+++, 7M=7NNO*+++, 8M>8NNO*+++, 9G?9PPQ-.../:; ! ;6B ;7D ;7F ;7E ;8I <"@ < <9C <:E <:G <:H <;E =YA=VWWWX>? ! ?6K ?7L ?7M ?7O ?8K @"J @ @9L@: @:N@: @;O AYPAVWWWXDl(((((((((((((((dd(((((((Xd(X\B  C hD w E 0G  BBC ! C6S C7 C7 C7 C8K D"Q D D9T D: D:D: D; EYREVWWWX GGP(X`(>N@<d  7 b3O-C% M,3OQ4444c3<b?3O% M,3OQ4444e?the same better much better?the same better much betterQ$36,36% 36,36% 18,18% Product qualityQ$36,36% 36,36% 18,18% Product qualityU&36,36% 18,18% 27,27% Technical supportU&36,36% 18,18% 27,27% Technical supportU&36,36% 36,36% 9,09% Delivery deadlinesU&36,36% 36,36% 9,09% Delivery deadlinesW'18,18% 45,45% 18,18% Conditions of saleW'18,18% 45,45% 18,18% Conditions of sales527,27% 54,55% 9,09% Processing of orders and deliverys527,27% 54,55% 9,09% Processing of orders and deliveryI 18,18% 45,45% 27,27% FlexibilityI 18,18% 45,45% 27,27% FlexibilityS%27,27% 45,45% 18,18% Customer supportS%27,27% 45,45% 18,18% Customer supporteF]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?e> ed  "2??%3` 8"` 8"033edd 3Qi ; 22 FUKUPNI DOJAM O ALUFLEXPACKU KAO DOBAVLJA U much better better the sameQ ; 22Q ; 11Q3_4E4 3Qi ; 33 L$Product quality 18,18% 36,36% 36,36%Q ; 33Q ; 11Q3_4E4 3Qi ; 44 P&Technical support 27,27% 18,18% 36,36%Q ; 44Q ; 11Q3_4E4 3Qi ; 55 P&Delivery deadlines 9,09% 36,36% 36,36%Q ; 55Q ; 11Q3_4E4 3Qi ; 66 R'Conditions of sale 18,18% 45,45% 18,18%Q ; 66Q ; 11Q3_4E4 3Qi ; 77 n5Processing of orders and delivery 9,09% 54,55% 27,27%Q ; 77Q ; 11Q3_4E4 3Qi ; 88 D Flexibility 27,27% 45,45% 18,18%Q ; 88Q ; 11Q3_4E4 3Qi ; 99 N%Customer support 18,18% 45,45% 27,27%Q ; 99Q ; 11Q3_4E4D$% M 3O&Q4$% M 3O&Q4FA)Ca 3O)Ca 3 b#M!  O43*#M! M! M NM43" :dd 3O % M,3OQ44444e                        eF]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?e> ed  MDEPSON Stylus C40 Seriesp|m|`f 4dhh4 *** qhhDLLName32=E_DU13AE.DLL L dL 2EPSON Stylus C40 Series" dX??3` 8" ` 8"!033edd 3Q : 2  much betterQ ; 39Q ; 39Q3_4E4 3Q : 2 betterQ ; 39Q ; 39Q3_4E4 3Q : 2 the sameQ ; 39Q ; 39Q3_4E4 3Q : 2 worseQ ; 39Q ; 39Q3_4E4 3Q : 2  the worstQ ; 39Q ; 39Q3_4E4D$% =M 3O& Q4$% =M 3O&!Q4FAU b 3O)C 3 b#M43*#M! M4523  O43" Zp3OZ% =M,3OQ4444c3-m p?3O% =M,3OQ4444e'Product quality'Product quality'Product quality'Product quality'Product quality+Technical support+Technical support+Technical support+Technical support+Technical support-Delivery deadlines-Delivery deadlines-Delivery deadlines-Delivery deadlines-Delivery deadlines-Conditions of sale-Conditions of sale-Conditions of sale-Conditions of sale-Conditions of saleK!Processing of orders and deliveryK!Processing of orders and deliveryK!Processing of orders and deliveryK!Processing of orders and deliveryK!Processing of orders and delivery Flexibility Flexibility Flexibility Flexibility Flexibility)Customer support)Customer support)Customer support)Customer support)Customer supporteF]tE?F]tE?F]tE?tE]t?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?]tE?F]tE?F]tE?F]tE?tE]t?tE]t?F]tE?tE]t?]tE?F]tE?F]tE?F]tE?]tE?tE]t?F]tE?e> ed  "t??p3` 8"&` 8"'033/2d 3Q :   dissatisfiedQ ; Q ; Q3_4E4 3Q :  Q ; Q ; Q3_4E4 3Q :   satisfiedQ ; Q ; Q3_4E4 3Q :  Q ; Q ; Q3_4E4 3Q :   satisfiedQ ; Q ; Q3_4E4D$% M 3O&&Q4$% M 3O&'Q4FA0D 3O,HHM3 b#M43*#M! 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M NM43" :dd.Uc3O.U% M3OQ4444c3gvc?3O% M3OQ4444e?the same better much better?the same better much betterQ$36,36% 36,36% 18,18% Product qualityQ$36,36% 36,36% 18,18% Product qualityU&36,36% 18,18% 27,27% Technical supportU&36,36% 18,18% 27,27% Technical supportU&36,36% 36,36% 9,09% Delivery deadlinesU&36,36% 36,36% 9,09% Delivery deadlinesW'18,18% 45,45% 18,18% Conditions of saleW'18,18% 45,45% 18,18% Conditions of sales527,27% 54,55% 9,09% Processing of orders and deliverys527,27% 54,55% 9,09% Processing of orders and deliveryI 18,18% 45,45% 27,27% FlexibilityI 18,18% 45,45% 27,27% FlexibilityS%27,27% 45,45% 18,18% Customer supportS%27,27% 45,45% 18,18% Customer supporteF]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?e> ed  F"2??%3` 8"` 8"2(?3edd 3Q ; 22 FUKUPNI DOJAM O ALUFLEXPACKU KAO DOBAVLJA U much better better the sameQ ; 22Q ; 11Q3_4E4 3Q ; 33 L$Product quality 18,18% 36,36% 36,36%Q ; 33Q ; 11Q3_4E4 3Q ; 44 P&Technical support 27,27% 18,18% 36,36%Q ; 44Q ; 11Q3_4E4 3Q ; 55 P&Delivery deadlines 9,09% 36,36% 36,36%Q ; 55Q ; 11Q3_4E4 3Q ; 66 R'Conditions of sale 18,18% 45,45% 18,18%Q ; 66Q ; 11Q3_4E4 3Q ; 77 n5Processing of orders and delivery 9,09% 54,55% 27,27%Q ; 77Q ; 11Q3_4E4 3Q ; 88 D Flexibility 27,27% 45,45% 18,18%Q ; 88Q ; 11Q3_4E4 3Q ; 99 N%Customer support 18,18% 45,45% 27,27%Q ; 99Q ; 11Q3_4E4D$% M 3O&Q4$% M 3O&Q4FA%4c 73O%4c 73 b#M!  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M4523  O43" ]p3O]% M3OQ4444c3-p p?3O% M3OQ4444e'Product quality'Product quality'Product quality'Product quality'Product quality+Technical support+Technical support+Technical support+Technical support+Technical support-Delivery deadlines-Delivery deadlines-Delivery deadlines-Delivery deadlines-Delivery deadlines-Conditions of sale-Conditions of sale-Conditions of sale-Conditions of sale-Conditions of saleK!Processing of orders and deliveryK!Processing of orders and deliveryK!Processing of orders and deliveryK!Processing of orders and deliveryK!Processing of orders and delivery Flexibility Flexibility Flexibility Flexibility Flexibility)Customer support)Customer support)Customer support)Customer support)Customer supporteF]tE?F]tE?F]tE?tE]t?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?]tE?F]tE?F]tE?F]tE?tE]t?tE]t?F]tE?tE]t?]tE?F]tE?F]tE?F]tE?]tE?tE]t?F]tE?e> ed  F"t??p3` 8"&` 8"'2(?3/2d 3Q :   dissatisfiedQ ; Q ; Q3_4E4 3Q :  Q ; Q ; Q3_4E4 3Q :   satisfiedQ ; Q ; Q3_4E4 3Q :  Q ; Q ; Q3_4E4 3Q :   satisfiedQ ; Q ; Q3_4E4D$% M 3O&&Q4$% M 3O&'Q4FA#|U 3O'8Q3 b#M43*#M! 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(ISO certifikati...)uope nije va~annijeva~andonekleje va~anjevrlo je)Koji je trend vaaeg zadovoljstva s AFP-omvrlo negativannepro-mjenjiv pozitivantijekom posljednje 2 godineKako ste openito zadovoljni? vrlo neza-dovoljni"openito kvaliteta naaih proizvoda9konstantnost kvalitete (tehni ke karakteristike i otisak)4tolerancije u pogledu dimenzija i gramature ambala~e=mehani ka svojstva ambala~e (planarnost, spojevi u rolama...) nezadovoljni*UKUPNI DOJAM O ALUFLE1PACKU KAO DOBAVLJA Uvery dissatisfied sometimes satisfiedvery3Accessibility of technical department and personnel+Readiness to provide information on request:Answers and explanations in response to customer questions(Problem solving or providing information(Acceptance of suggestions from customers:Suggestions for possible improvements to packaging quality4Customer inclusion in development of a new product Receiving and processing ordersDeadlines and deliveries#Honouring agreed delivery deadlinesHHonouring the quantities ordered (deviation from the quantities ordered)6Flexibility in changing order deadlines and quantities>Speed of delivery of finished goods and transport flexibility $Resolving any disputes or complaintsDocuments clear and readable(Offers and replies to customer inquiries3Speed and promptness of reply from the manufacturer#Usefulness of information received #Resolving of conflicts and problems Timely fulfilment of obligations+Readiness to accept the buyer s suggestionsLEveryday communication and helpfulness on the part of the manufacturer Accessibility of sales staff much betterbetterthe sameworse the worstProduct qualityTechnical supportDelivery deadlinesConditions of sale!Processing of orders and delivery FlexibilityCustomer supportABCDEFGH]) )lF+N./2B5 5P 6D `7795:N,<=R??D?  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[Z EZ EZEZ EZEZ EZEZEZEZEZE#qEU@ [Z EZ EZEZ EZEZ EZEZEZEZEZE#qEV@ [Z EZ EZEZ EZEZ EZEZEZEZEZE# GGP(X`g>@<d7  FMDEPSON Stylus C40 Seriesp|m|`f 4dhh4 *** qhhDLLName32=E_DU13AE.DLL L dL 2EPSON Stylus C40 Series***" d??3` 8" ` 8" _3d 3Q ;  (very dissatisfiedQ ; Q ; Q3_4E4 3Q ;   dissatisfiedQ ; Q ; Q3_4E4 3Q ;  *sometimes satisfiedQ ; Q ; Q3_4E4 3Q ;   satisfiedQ ; Q ; Q3_4E4 3Q ;   very satisfiedQ ; Q ; Q3_4E4D $% M 3O& Q4$% M 3O& Q4FAh 3OW 3 b+MZ43*#M4523  O43" ~3O% M3OQ4444c3` ?3O% M3O& Q4444e7General product quality7General product quality7General product quality7General product quality7General product qualityO#Adherence to general specificationsO#Adherence to general specificationsO#Adherence to general specificationsO#Adherence to general specificationsO#Adherence to general specificationsO#Information provided on the productO#Information provided on the productO#Information provided on the productO#Information provided on the productO#Information provided on the productc-Quality constancy (technical characteristics)c-Quality constancy (technical characteristics)c-Quality constancy (technical characteristics)c-Quality constancy (technical characteristics)c-Quality constancy (technical characteristics)u6Tolerance of dimensions and gramme-weight of packagingu6Tolerance of dimensions and gramme-weight of packagingu6Tolerance of dimensions and gramme-weight of packagingu6Tolerance of dimensions and gramme-weight of packagingu6Tolerance of dimensions and gramme-weight of packagingy8Adaptability of delivered goods to customer requirementsy8Adaptability of delivered goods to customer requirementsy8Adaptability of delivered goods to customer requirementsy8Adaptability of delivered goods to customer requirementsy8Adaptability of delivered goods to customer requirementsW'Mechanical characteristics of packagingW'Mechanical characteristics of packagingW'Mechanical characteristics of packagingW'Mechanical characteristics of packagingW'Mechanical characteristics of packagingI Transport and unloading of goodsI Transport and unloading of goodsI Transport and unloading of goodsI Transport and unloading of goodsI Transport and unloading of goodse/袋.?F]tE?F]tE?tE]t?F]tE?]tE]?tE]t?]tE]?F]tE?F]tE?tE]t?/袋.?F]tE?/袋.?F]tE?/袋.?F]tE?e> F]t  F"D?n??d3` 8" ` 8" ` 8"` 8"2(?3edd 3Q ;  <vi ste... very dissatisfiedQ ; Q ; Q3_4E4 3Q ;  J#vi ste... dissatisfied dissatisfiedQ ; Q ; Q3_4E4 3Q ;  >vi ste... sometimes satisfiedQ ; Q ; Q3_4E4 3Q ;  >vi ste... satisfied satisfiedQ ; Q ; Q3_4E4 3Q ;  4vi ste... very satisfiedQ ; Q ; Q3_4E4D$% M 3O& Q4$% M 3O& Q4FA N 3O3} 3 b+MZ43*#M! M4523  O43" 44c3 D?3O% M3O&Q444% ^NM =3O&Q :Analiza zadovoljstva kupaca'44e7General product quality7General product quality7General product quality7General product quality7General product qualityO#Adherence to general specificationsO#Adherence to general specificationsO#Adherence to general specificationsO#Adherence to general specificationsO#Adherence to general specificationsO#Information provided on the productO#Information provided on the productO#Information provided on the productO#Information provided on the productO#Information provided on the productc-Quality constancy (technical characteristics)c-Quality constancy (technical characteristics)c-Quality constancy (technical characteristics)c-Quality constancy (technical characteristics)c-Quality constancy (technical characteristics)u6Tolerance of dimensions and gramme-weight of packagingu6Tolerance of dimensions and gramme-weight of packagingu6Tolerance of dimensions and gramme-weight of packagingu6Tolerance of dimensions and gramme-weight of packagingu6Tolerance of dimensions and gramme-weight of packagingy8Adaptability of delivered goods to customer requirementsy8Adaptability of delivered goods to customer requirementsy8Adaptability of delivered goods to customer requirementsy8Adaptability of delivered goods to customer requirementsy8Adaptability of delivered goods to customer requirementsW'Mechanical characteristics of packagingW'Mechanical characteristics of packagingW'Mechanical characteristics of packagingW'Mechanical characteristics of packagingW'Mechanical characteristics of packagingI Transport and unloading of goodsI Transport and unloading of goodsI Transport and unloading of goodsI Transport and unloading of goodsI Transport and unloading of goodse/袋.?F]tE?F]tE?tE]t?F]tE?]tE]?tE]t?]tE]?F]tE?F]tE?tE]t?/袋.?F]tE?/袋.?F]tE?/袋.?F]tE?e> F]ted  FMHP Color LaserJet 2600n4XXSDDMHP Color LaserJet 2600n -d4"d,,??3` 4#` 4#` 4#pk03add23 M  4 3Q ;  (very dissatisfiedQ ; Q ; Q3_ O  f vd @"B  ` MM<4E4 3Q ;   dissatisfiedQ ; Q ; Q3_ O 3f f vd @"B  ` MM<4E4 3Q ;  *sometimes satisfiedQ ; Q ; Q3_ O  f vd @"B  ` MM<4E4 3Q ;   satisfiedQ ; Q ; Q3_ O  f vd @"B  ` MM<4E4 3Q ;   very satisfiedQ ; Q ; Q3_ O ff f vd @"B  ` MM<4E43_ M  f vd @"B  ` MM<43_ M f f vd @"B  ` MM<43_ M  f vd @"B  ` MM<43_ M   f  vd @"B  ` MM<4 3_ M ! f !vd @"B  ` MM<4D$% M 3O&Q4$% M 3O&Q4FA m 3O.CEd3 boPP PZaajkR R R RR RV Vd* Z&S S43*" &4523   43" {3O% M3OQ44 O4S S4c32 [?3O% M3O&Q444S S 4e7General product quality7General product quality7General product quality7General product quality7General product qualityO#Adherence to general specificationsO#Adherence to general specificationsO#Adherence to general specificationsO#Adherence to general specificationsO#Adherence to general specificationsO#Information provided on the productO#Information provided on the productO#Information provided on the productO#Information provided on the productO#Information provided on the productc-Quality constancy (technical characteristics)c-Quality constancy (technical characteristics)c-Quality constancy (technical characteristics)c-Quality constancy (technical characteristics)c-Quality constancy (technical characteristics)u6Tolerance of dimensions and gramme-weight of packagingu6Tolerance of dimensions and gramme-weight of packagingu6Tolerance of dimensions and gramme-weight of packagingu6Tolerance of dimensions and gramme-weight of packagingu6Tolerance of dimensions and gramme-weight of packagingy8Adaptability of delivered goods to customer requirementsy8Adaptability of delivered goods to customer requirementsy8Adaptability of delivered goods to customer requirementsy8Adaptability of delivered goods to customer requirementsy8Adaptability of delivered goods to customer requirementsW'Mechanical characteristics of packagingW'Mechanical characteristics of packagingW'Mechanical characteristics of packagingW'Mechanical characteristics of packagingW'Mechanical characteristics of packagingI Transport and unloading of goodsI Transport and unloading of goodsI Transport and unloading of goodsI Transport and unloading of goodsI Transport and unloading of goodse/袋.?F]tE?F]tE?tE]t?F]tE?]tE]?tE]t?]tE]?F]tE?F]tE?tE]t?/袋.?F]tE?/袋.?F]tE?/袋.?F]tE?e> F]tad  FMHP Color LaserJet 2600n4XXSDDMHP Color LaserJet 2600n -d4"d,,??3` 4#` 4#` 4#pk03add23 M 4 3Q ;  (very dissatisfiedQ ; Q ; Q3_ O  f vd @"B  ` MM<4E4 3Q ;   dissatisfiedQ ; Q ; Q3_ O 3f f vd @"B  ` MM<4E4 3Q ;  *sometimes satisfiedQ ; Q ; Q3_ O  f vd @"B  ` MM<4E4 3Q ;   satisfiedQ ; Q ; Q3_ O  f vd @"B  ` MM<4E4 3Q ;   very satisfiedQ ; Q ; Q3_ O ff f vd @"B  ` MM<4E43_ M  f vd @"B  ` MM<43_ M f f vd @"B  ` MM<43_ M  f vd @"B  ` MM<43_ M   f  vd @"B  ` MM<4 3_ M ! f !vd @"B  ` MM<4D$% M 3O&Q4$% M 3O&Q4FA m 3O.CEd3 bPP PZaajkR R R RR RV Vd* Z&S S43*" &4523   43" {3O% M3OQ44 O4S S4c32 [?3O% M3O&Q444S S 4e7General product quality7General product quality7General product quality7General product quality7General product qualityO#Adherence to general specificationsO#Adherence to general specificationsO#Adherence to general specificationsO#Adherence to general specificationsO#Adherence to general specificationsO#Information provided on the productO#Information provided on the productO#Information provided on the productO#Information provided on the productO#Information provided on the productc-Quality constancy (technical characteristics)c-Quality constancy (technical characteristics)c-Quality constancy (technical characteristics)c-Quality constancy (technical characteristics)c-Quality constancy (technical characteristics)u6Tolerance of dimensions and gramme-weight of packagingu6Tolerance of dimensions and gramme-weight of packagingu6Tolerance of dimensions and gramme-weight of packagingu6Tolerance of dimensions and gramme-weight of packagingu6Tolerance of dimensions and gramme-weight of packagingy8Adaptability of delivered goods to customer requirementsy8Adaptability of delivered goods to customer requirementsy8Adaptability of delivered goods to customer requirementsy8Adaptability of delivered goods to customer requirementsy8Adaptability of delivered goods to customer requirementsW'Mechanical characteristics of packagingW'Mechanical characteristics of packagingW'Mechanical characteristics of packagingW'Mechanical characteristics of packagingW'Mechanical characteristics of packagingI Transport and unloading of goodsI Transport and unloading of goodsI Transport and unloading of goodsI Transport and unloading of goodsI Transport and unloading of goodse/袋.?F]tE?F]tE?tE]t?F]tE?]tE]?tE]t?]tE]?F]tE?F]tE?tE]t?/袋.?F]tE?/袋.?F]tE?/袋.?F]tE?e> F]tad  F"D?n??d3` 8"` 8"2(?3edd 3Q ;  (very dissatisfiedQ ; &Q ; &Q3_4E4 3Q ;   dissatisfiedQ ; &Q ; &Q3_4E4 3Q ;  *sometimes satisfiedQ ; &Q ; &Q3_4E4 3Q ;   satisfiedQ ; &Q ; &Q3_4E4 3Q ;   very satisfiedQ ; &Q ; &Q3_4E4D$% M 3O&Q4$% M 3O&Q4FA%4 73O%4 73 b#M!  O43*#M! M! M NM43" :ddV ;_3OV % M3OQ4444c3 ;y?3O% M3OQ4444eGReceiving and processing ordersGReceiving and processing ordersGReceiving and processing ordersGReceiving and processing ordersGReceiving and processing orders9Deadlines and deliveries9Deadlines and deliveries9Deadlines and deliveries9Deadlines and deliveries9Deadlines and deliveriesO#Honouring agreed delivery deadlinesO#Honouring agreed delivery deadlinesO#Honouring agreed delivery deadlinesO#Honouring agreed delivery deadlinesO#Honouring agreed delivery deadlinesHHonouring the quantities ordered (deviation from the quantities ordered)HHonouring the quantities ordered (deviation from the quantities ordered)HHonouring the quantities ordered (deviation from the quantities ordered)HHonouring the quantities ordered (deviation from the quantities ordered)HHonouring the quantities ordered (deviation from the quantities ordered)u6Flexibility in changing order deadlines and quantitiesu6Flexibility in changing order deadlines and quantitiesu6Flexibility in changing order deadlines and quantitiesu6Flexibility in changing order deadlines and quantitiesu6Flexibility in changing order deadlines and quantities>Speed of delivery of finished goods and transport flexibility >Speed of delivery of finished goods and transport flexibility >Speed of delivery of finished goods and transport flexibility >Speed of delivery of finished goods and transport flexibility >Speed of delivery of finished goods and transport flexibility Q$Resolving any disputes or complaintsQ$Resolving any disputes or complaintsQ$Resolving any disputes or complaintsQ$Resolving any disputes or complaintsQ$Resolving any disputes or complaintsADocuments clear and readableADocuments clear and readableADocuments clear and readableADocuments clear and readableADocuments clear and readableeF]tE?tE]t?tE]t?F]tE?F]tE?]tE]?F]tE?F]tE?F]tE?F]tE?tE]t?tE]t?F]tE?F]tE?F]tE?]tE?tE]t?F]tE?]tE]?F]tE?tE]t?]tE?]tE]?F]tE?e> F]ted  FMHP Color LaserJet 2600n4 XXSDDMHP Color LaserJet 2600n -d4" dX??3` 8"` 8"Y3edd 3Q: ' <ZADOVOLJSTVO ODJELOM PRODAJEQ ; ''QQ3_4EC4 3Q: ( T(Offers and replies to customer inquiriesQ ; ((QQ3_4E4 3Q: ) j3Speed and promptness of reply from the manufacturerQ ; ))QQ3_4E4 3Q: * J#Usefulness of information received Q ; **QQ3_4E4 3Q: + J#Resolving of conflicts and problemsQ ; ++QQ3_4E4 3Q: , D Timely fulfilment of obligationsQ ; ,,QQ3_4E4 3Q: - Z+Readiness to accept the buyer s suggestionsQ ; --QQ3_4E4 3Q: . LEveryday communication and helpfulness on the part of the manufacturer Q ; ..QQ3_4E4 3Q: / <Accessibility of sales staffQ ; //QQ3_4E4D$% M 3O&Q4$% M 3O&Q4FA'3O)CU 3 b#M43*#M! M43"  2/ 3O 2% M3OQ44PP PZaajkR R R RR Rkk3_ M NM ] MM<4S S4S S4c3-M x ?3O% M3OQ444S S 4 eeF]tE?tE]t?F]tE?tE]t?]tE]?]tE?F]tE?F]tE?F]tE?F]tE?]tE]?]tE?F]tE?tE]t?F]tE?]tE]?]tE]?e> ]tEed  F"???y3` 8"` 8"2(?3edd 3Q ; 22 FUKUPNI DOJAM O ALUFLEXPACKU KAO DOBAVLJA U much better better the sameQ ; 22Q ; 11Q3_4E4 3Q ; 33 L$Product quality 18,18% 36,36% 36,36%Q ; 33Q ; 11Q3_4E4 3Q ; 44 P&Technical support 27,27% 18,18% 36,36%Q ; 44Q ; 11Q3_4E4 3Q ; 55 P&Delivery deadlines 9,09% 36,36% 36,36%Q ; 55Q ; 11Q3_4E4 3Q ; 66 R'Conditions of sale 18,18% 45,45% 18,18%Q ; 66Q ; 11Q3_4E4 3Q ; 77 n5Processing of orders and delivery 9,09% 54,55% 27,27%Q ; 77Q ; 11Q3_4E4 3Q ; 88 D Flexibility 27,27% 45,45% 18,18%Q ; 88Q ; 11Q3_4E4 3Q ; 99 N%Customer support 18,18% 45,45% 27,27%Q ; 99Q ; 11Q3_4E4D$% M 3O&Q4$% M 3O&Q4FAs[3O%4c 73 b+MZ43*#M! M4523  O43"  ?3O ?% M3OQ44PP PZaajkR R R RR RkkS S4S S4c3(P ~?3O% M3OQ444S S 4e                        eF]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?e> ed  F"??p3` 8"` 8"2(?3edd 3Q : 1  Q ; 29Q ; 29Q3_4E4 3Q : 1 Q ; 29Q ; 29Q3_4E4D$% M 3O&Q4$% M 3O&Q4FA%473O%473 b#M!  O43*#M! M! M NM43" :dd.Uc3O.U% M3OQ4444c3gvc?3O% M3OQ4444e?the same better much better?the same better much betterQ$36,36% 36,36% 18,18% Product qualityQ$36,36% 36,36% 18,18% Product qualityU&36,36% 18,18% 27,27% Technical supportU&36,36% 18,18% 27,27% Technical supportU&36,36% 36,36% 9,09% Delivery deadlinesU&36,36% 36,36% 9,09% Delivery deadlinesW'18,18% 45,45% 18,18% Conditions of saleW'18,18% 45,45% 18,18% Conditions of sales527,27% 54,55% 9,09% Processing of orders and deliverys527,27% 54,55% 9,09% Processing of orders and deliveryI 18,18% 45,45% 27,27% FlexibilityI 18,18% 45,45% 27,27% FlexibilityS%27,27% 45,45% 18,18% Customer supportS%27,27% 45,45% 18,18% Customer supporteF]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?e> ed  F"2??%3` 8"` 8"2(?3edd 3Q ; 22 FUKUPNI DOJAM O ALUFLEXPACKU KAO DOBAVLJA U much better better the sameQ ; 22Q ; 11Q3_4E4 3Q ; 33 L$Product quality 18,18% 36,36% 36,36%Q ; 33Q ; 11Q3_4E4 3Q ; 44 P&Technical support 27,27% 18,18% 36,36%Q ; 44Q ; 11Q3_4E4 3Q ; 55 P&Delivery deadlines 9,09% 36,36% 36,36%Q ; 55Q ; 11Q3_4E4 3Q ; 66 R'Conditions of sale 18,18% 45,45% 18,18%Q ; 66Q ; 11Q3_4E4 3Q ; 77 n5Processing of orders and delivery 9,09% 54,55% 27,27%Q ; 77Q ; 11Q3_4E4 3Q ; 88 D Flexibility 27,27% 45,45% 18,18%Q ; 88Q ; 11Q3_4E4 3Q ; 99 N%Customer support 18,18% 45,45% 27,27%Q ; 99Q ; 11Q3_4E4D$% M 3O&Q4$% M 3O&Q4FA%4c 73O%4c 73 b#M!  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M4523  O43" ]p3O]% M3OQ4444c3-p p?3O% M3OQ4444e'Product quality'Product quality'Product quality'Product quality'Product quality+Technical support+Technical support+Technical support+Technical support+Technical support-Delivery deadlines-Delivery deadlines-Delivery deadlines-Delivery deadlines-Delivery deadlines-Conditions of sale-Conditions of sale-Conditions of sale-Conditions of sale-Conditions of saleK!Processing of orders and deliveryK!Processing of orders and deliveryK!Processing of orders and deliveryK!Processing of orders and deliveryK!Processing of orders and delivery Flexibility Flexibility Flexibility Flexibility Flexibility)Customer support)Customer support)Customer support)Customer support)Customer supporteF]tE?F]tE?F]tE?tE]t?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?F]tE?]tE?F]tE?F]tE?F]tE?tE]t?tE]t?F]tE?tE]t?]tE?F]tE?F]tE?F]tE?]tE?tE]t?F]tE?e> ed  F"t??p3` 8"$` 8"%2(?3/2d 3Q :   dissatisfiedQ ; Q ; Q3_4E4 3Q :  Q ; Q ; Q3_4E4 3Q :   satisfiedQ ; Q ; Q3_4E4 3Q :  Q ; Q ; Q3_4E4 3Q :   satisfiedQ ; Q ; Q3_4E4D$% M 3O&$Q4$% M 3O&%Q4FA#|U 3O'8Q3 b#M43*#M! 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