APPLICATION OF THE OPERATIONAL QUALITY CONTROL SYSTEM IN THE MANAGEMENT PRACTICE OF A COMMERCIAL COMPANY

ALA COTELNIC
, Department of Management and Entrepreneurship Academy of Economic Studies of Moldova Chisinau, Republic of Moldova
ORCID: 0000-0002-6599-6473
Email: cotelnic.ala@ase.md

VITALIE EMELIAN
PhD Student, Doctoral School Academy of Economic Studies of Moldova Chisinau, Republic of Moldova
ORCID: 0000-0002-4261-7346
Email: vitmd8@gmail.com

DOI: https://doi.org/10.24818/cike2025.01

Pages: 19–29

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Abstract

Abstract: The paper examines the role and importance of the operational quality control system within a company in the field of commerce. The purpose of the research consisted in the development and implementation of an efficient operational system of quality control, designed to enhance organizational performance and customer satisfaction levels. The applied methodology was selected in accordance with the study objectives and encompassed an analysis of the specialized literature on quality management, with a focus on service quality control, the identification of the main existing problems and gaps, as well as the use of the case study as a qualitative research method to test the applicability of the obtained results. The research commenced with the establishment of the fundamental stages for implementing the operational quality control system within KAMOTO SRL, each stage being addressed in a detailed and systematic manner. The results of the implementation demonstrated the efficiency of the system, evaluated through company-relevant indicators: sales volume, sales lead conversion rate, customer abandonment rate, refusals and returns, packaging quality, and customer satisfaction level. As an outcome of the research, a complex algorithm of quality control applicable to commercial enterprises was elaborated, which was successfully tested within a real company, providing a practical and reproducible framework for optimizing quality processes and increasing organizational performance.

Keywords: operational quality control system; sales quality, customer satisfaction, performance indicators, CRM

JEL Classification: L21, L81

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