An approach to decrease the risk of losing customers

This article considers questions of improvement quality management systems in small-sized ownership organizations, and suggests a procedure for an effective customer's satisfaction management. An analysis of risk of losing clients was carried out, and provided examples of corrective actions on the basis of using MS Project. As a result: the level of customer satisfaction has grown, the number of projects that have been fulfilled in violation of deadlines has decreased, management has been able to make better decisions about new projects.