Indikátory rozvojového potenciálu zákazníků, produktů a procesů

The discussion of the dissertation converses on the potential development practices of companies; especially in relation with customers, products and processes. It summarizes the current known relevant theoretical approaches of this concern such as: CRM, value analysis, functional analysis and performance measurement. The dissertation describes the methodology used to obtain the central information for potential development of customers. It presents the measurement methodologies for potential development practices. It also assesses the impact of products' standardization to potential development. It studies an example of product lines' functional analysis from a customer perspective. The selected research strategy is quantitative survey. The instructions to determine quantifiable indicators for potential development of customers and products are the contribution of this dissertation. It also contributes with a description of the historical context and the current interaction of the potential development of customers, products and processes. This work opens the discussion on the possibility of using potential development indexes as an alternative or complement to the standard economic indicators; especially for strategic business decisions or product portfolio strategy.