Segmentation of polystyrene foam consumers for forming a quality management system in production

This article is dedicated to the segmentation of polystyrene foam (EPS) consumers, one of the most soughtafter materials in construction, packaging, and thermal insulation. Three key consumer segments are examined: retail customers, retail and wholesale traders, and processors. To gain a deeper understanding of the needs of each group, the methodology of QFD (Quality Function Deployment) is employed, and “Quality Houses” are created, allowing for effective quality management and customer satisfaction. The article provides a detailed analysis of the unique requirements of each segment. Retail customers emphasize quality, safety, ease of use, and access to product information. Retail and wholesale traders focus on supply volumes, competitive pricing, and reliable logistics. Processors, on the other hand, require high-quality raw materials with low residual moisture levels and compliance with environmental standards. Particular attention is given to the technical characteristics of polystyrene foam, including thermal conductivity, strength properties, and moisture content, as well as their impact on the quality of the fi nal product. The article highlights the importance of understanding the needs of different customer groups to optimize production and enhance market competitiveness. In conclusion, “Quality Houses” for each segment are presented, demonstrating the connection between customer needs and technical product requirements.