This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Telekomunikacije RS , Banja Luka , Bosnia and Herzegovina
Satisfied customer is main priority of all profit-oriented companies, non-profit organizations and individuals who deals with creating and delivery products and services. Global processes in European and world economy thus affirm processes of measuring customer satisfaction and application of management methods in leading organization towards continuous growth. However, in practice it is not always simple to build bridge between vision of top management, over operational goals and strategy conducted by operational management, to employees who are in every-day contact with customers. Important help in solving this problem offer processes of management standardization, which at the same time, represent forms of globalization on global (ISO standards) and European (EN norms) space. These standards affirm application of many methods which help management to create opportunities from limitation in global environment. One of concepts which are very successful in this specification of goals and their measurement is BSC - Balanced scorecard. This is why goal of this paper is to show application of Balanced scorecard concept, inside integrated management system, with special accent on customer satisfaction. Concrete example will be shown on BSC chart of Administrative service in local government of Banja Luka city.
The statements, opinions and data contained in the journal are solely those of the individual authors and contributors and not of the publisher and the editor(s). We stay neutral with regard to jurisdictional claims in published maps and institutional affiliations.
