Customer satisfaction is recognized as a major benefit of implementing and developing an environmental management system (EMS). Companies implementing ISO 14000 standards should adopt a strategic, proactive focus on the customer's requirement based on understanding which attributes of an EMS are more relevant to customers and meeting their needs. In the paper, an analytical framework for such a strategic analysis is presented. It is based on the utilization of the analytic hierarchic process (AHP) and consists of four major steps: (i) analysing the importance of the various elements of an EMS for the customers; (ii) benchmarking own performance against competitors; (iii) analysing the strengths and weaknesses of the company against competitors and (iv) defining customer-satisfaction-oriented plans. The effectiveness of the framework is tested with a real application to a large manufacturer of bottling machines and equipment that has recently implemented ISO 14000 standards.

The analysis of customer-satisfaction-related elements of ISO 14000 implementation: evidence from the food machinery industry / A.Petroni. - In: ECO-MANAGEMENT AND AUDITING. - ISSN 0968-9427. - 7(2000), pp. 1-10. [10.1002/(SICI)1099-0925(200003)7:1<1::AID-EMA118>3.0.CO;2-W]

The analysis of customer-satisfaction-related elements of ISO 14000 implementation: evidence from the food machinery industry

PETRONI, Alberto
2000

Abstract

Customer satisfaction is recognized as a major benefit of implementing and developing an environmental management system (EMS). Companies implementing ISO 14000 standards should adopt a strategic, proactive focus on the customer's requirement based on understanding which attributes of an EMS are more relevant to customers and meeting their needs. In the paper, an analytical framework for such a strategic analysis is presented. It is based on the utilization of the analytic hierarchic process (AHP) and consists of four major steps: (i) analysing the importance of the various elements of an EMS for the customers; (ii) benchmarking own performance against competitors; (iii) analysing the strengths and weaknesses of the company against competitors and (iv) defining customer-satisfaction-oriented plans. The effectiveness of the framework is tested with a real application to a large manufacturer of bottling machines and equipment that has recently implemented ISO 14000 standards.
File in questo prodotto:
File Dimensione Formato  
The analysis of customer-satisfaction-related elements of ISO 14000 implementation- evidence from the food machinery industry.pdf

non disponibili

Tipologia: Documento in Post-print
Licenza: NON PUBBLICO - Accesso privato/ristretto
Dimensione 194.82 kB
Formato Adobe PDF
194.82 kB Adobe PDF   Visualizza/Apri   Richiedi una copia

I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.

Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/11381/2436572
Citazioni
  • ???jsp.display-item.citation.pmc??? ND
  • Scopus ND
  • ???jsp.display-item.citation.isi??? ND
social impact