THE CONCEPT OF «THE VOICE OF THE CONSUMER» IN THE QUALITY MANAGEMENT SYSTEM OF THE ENTERPRISE

The search for the most effective management approaches is due not Annotation. The article examines the relationship between quality management and the concept of "Consumer Voice" (VoC). The evolution of quality management is analyzed, the emergence and integration of the VoC concept is shown, its relationship with the ISO 9000 series standards for quality management systems, as well as with special standards in the automotive industry. Examples of scientific research confirming the importance of VoC for improving product quality and customer satisfaction are given. A methodological matrix is proposed for the selection of tools for the practical implementation of the "Consumer's Voice" concept.