Methods for managing the customer orientation of enterprises based on lean manufacturing tools

The paper investigates a scientific problem, which is to develop tools and a mechanism for managing the customer focus of enterprises based on the principles of lean manufacturing. A model of customer-oriented enterprise management has been formed, which, unlike existing management models, establishes a relationship between customer satisfaction criteria and the principles of lean production. A hypothesis was formulated that in order to improve customer focus, enterprises need to learn how to evaluate and manage time and costs that create a “useful” value for customers, which made it possible to build further research based on indicators related to this. A method for assessing the level of management of customer orientation of enterprises is proposed, which consists in determining a system of normalized indicators that comprehensively reflect the current customer satisfaction. A tool for managing the customer orientation of enterprises has been developed, which, unlike existing tools, integrates the principles of lean manufacturing, which makes it possible to improve quality, reduce costs, respond flexibly to changing customer requirements, etc. A tool for auditing the management of customer-oriented enterprises is proposed, which allows, if necessary, to adjust the strategy for further development in a timely manner.