<abstract xmlns="http://www.w3.org/1999/xhtml">

<p>In the automotive industry, it is common practice to outsource additional processes to external companies. Outsourced processes have to be evaluated. The practice and theory related to researching the quality of services and the level of customer satisfaction in the literature are well and wide described. However, in practice, the automotive industry does not use known solutions but applies its own criteria and methods for assessing the quality of outsourcing services and testing the level of customer satisfaction. The article is an attempt to analyse the solutions used in this area in the automotive industry and to indicate the strengths and weaknesses of the solutions used. Paper includes SWOT studies for a practical example of a used customer satisfaction test. Potentials for improvement are defined.</p>
</abstract>

In the automotive industry, it is common practice to outsource additional processes to external companies. Outsourced processes have to be evaluated. The practice and theory related to researching the quality of services and the level of customer satisfaction in the literature are well and wide described. However, in practice, the automotive industry does not use known solutions but applies its own criteria and methods for assessing the quality of outsourcing services and testing the level of customer satisfaction. The article is an attempt to analyse the solutions used in this area in the automotive industry and to indicate the strengths and weaknesses of the solutions used. Paper includes SWOT studies for a practical example of a used customer satisfaction test. Potentials for improvement are defined.

The Theory and Practice of Testing the Quality of Outsourcing Services in the Automotive Industry

Conference Quality Production Improvement – CQPI

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

In the automotive industry, it is common practice to outsource additional processes to external companies. Outsourced processes have to be evaluated. The...

The Theory and Practice of Testing the Quality of Outsourcing Services in the Automotive Industry

Published Online: Dec 17, 2021

Page range: 63 - 76

Received: Aug 22, 2021

Accepted: Sep 15, 2021

DOI: https://doi.org/10.2478/cqpi-2021-0007

Keywords
service quality study, automotive, customer satisfaction

© 2021 Jakub Cieśla, published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

The Theory and Practice of Testing the Quality of Outsourcing Services in the Automotive Industry

Published Online: Dec 17, 2021

Page range: 63 - 76

Received: Aug 22, 2021

Accepted: Sep 15, 2021

DOI: https://doi.org/10.2478/cqpi-2021-0007

Keywordsservice quality study, automotive, customer satisfaction

© 2021 Jakub Cieśla, published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Keywords
service quality study, automotive, customer satisfaction