Mogućnost implementacije potpunog upravljanja kvalitetom u uslugama

master's thesis

• Title (english): The possibility of implementing TQM in services
• Author: Josipa Magdalek
• Mentor: Jasna Prester (mentor)
• Committee member: Najla Podrug (predsjednik povjerenstva)
• Committee member: Tomislav Hernaus (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; Zagreb
• Defense date and country: 2016-05-30, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Organization and Management

Abstract

U današnje doba sve je veći izazov opstati na konkurentnom tržištu i primarni cilj je postao zadovoljavanje potrošačevih želja. Klijenti više nisu zadovoljni minimalnom kvalitetom, njihovi zahtjevi i očekivanja u pogledu kvalitete usluga neprestano rastu. Zbog toga brojna uslužna poduzeća počinju obraćati veliku pažnju na kvalitetu usluge koju nude te zadovoljstvo svojih korisnika. Implementacija potpunog upravljanja kvalitetom u uslužne djelatnosti je izazovan posao, ali daje izvrsne rezultate. Potpuno upravljanje kvalitetom prožima kvalitetu kroz sve aktivnosti poduzeća. Implementacijom se smanjuju troškovi, dok profitabilnost i zadovoljstvo klijenata rastu. Rad je fokusiran na proučavanje studija slučaja uslužnih poduzeća, koja su pokušala implementirati potpuno upravljanje kvalitetom.

Abstract (english)

These days, companies find it challenging to survive in the competitive market and the main goal is to satisfy customer needs. Service with bottom level quality is no longer enough for customers, their expectations and demands for improved quality of service continuously show increasing trend. That is the main reason why most service companies have started paying attention on service quality and customer satisfaction. Implementation of total quality management in service companies is very challenging job, but it gives excellent results. TQM drives quality improvement through all company activities. As a result, the costs are minimized and profitability and customer satisfaction are maximized. This workpaper puts focus on case studies of service companies that attempted to implement TQM.

• Keywords: potpuno upravljanje kvalitetom; usluge; uslužni sektor; zadovoljstvo korisnika
• Keywords (english): total quality management; services; service sector; customers' satisfaction
• Language: croatian
• URN:NBN: urn:nbn:hr:148:593130
• Study programme: Title: Business Economics; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to students and staff of home institution
• Created on: 2016-09-29 11:16:16