Assessment of stakeholder satisfaction. Part 1. Overview of assessment methods

In modern conditions of production activities, more and more companies conduct work on the development and implementation of process-oriented management systems that meets the requirements of the Intern-aqueous management system standards. The main goals of such systems are to meet the requirements of the various stakeholders. An indicator of their satisfaction becomes the criterion of optimality of the enterprise, so it is a very urgent task of its quality assessment. The aim is to study methods to assess the satisfaction of interested parties on the basis of analysis of scientific papers and the requirements of laws and regulations by identifying a single approach to determine the level of satisfaction of stakeholders in the organization. It is established that now there is no single approach to the definition of summary measure satisfaction with the OS. Basically, this figure is calculated by multiplying the individual indicators of satisfaction on the corresponding OS weighting factor. The values of these parameters are expressed, usually in points. To measure satisfaction using ordinal scale or a modified scale Leykerta. A single approach to determining what level of satisfaction can be considered acceptable, is not developed yet. Practically in all the works of the researchers restricted by the calculation satisfies the creations of the consumer in the form of a vector or a linear characteristic, is a weighted average arithmetic value.