Abstract
This paper will focus on the transaction costs analysis approach to estimating the level of quality management systems self-organization. It became possible to consider transaction costs in quality management systems with the reclassification of consumer. A suggested classification of consumers includes both “external’ and “internal” consumers and also “hidden” and “latent” consumers. Another approach of accounting costs and consumers data allowed us to analyze quality management systems by the share and the level of self-organization.
Highlights
A key principle of quality management system is a “direct targeting”, which provides a company with a sustained competitive position in the market
As the loyalty is defined by the development level of the quality management systems processes and a hidden consumer does not have a possibility to estimate the quality, he does not have any level of loyalty (Table 1)
The appearance of hidden and latent consumer leads to the increase of the share of selforganizing in processes of quality management systems, because the evaluation of such consumers requirements and as a result the forecasting the level of product competitiveness and the planning of production mostly depends on staff experience [13]
Summary
A key principle of quality management system is a “direct targeting”, which provides a company with a sustained competitive position in the market This principle and its methods allow us to get the following concept idea: a quality is a characteristic of a product and processes, which is set by a consumer, the level of which shows the level of competitiveness of an organization [1,2,3]. This is compatible with the ISO 9000 notation, as the standard says that a quality is the level of compliance of inherent characteristics to requirements. By realizing these expectations and intentions, the company provides itself with the competitive position
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