Upravljanje kvalitetom u industriji brze prehrane na primjeru poduzeća McDonald's

master's thesis

• Title (english): Managing quality in fast food industry case of McDonald's
• Author: Martina Matulić
• Mentor: Jasna Prester (mentor); MBZ: 256870
• Committee member: Jasna Prester (predsjednik povjerenstva)
• Committee member: Ana Aleksić (član povjerenstva)
• Committee member: Tomislav Hernaus (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Organization and Management); Zagreb
• Defense date and country: 2019-09-23, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Organization and Management

Abstract

Promatrajući način na koji funkcioniraju suvremena poduzeća, može se primijetiti da je ključ egzekucije svakog uspješnog poduzeća u provedbi strategije, odnosno u načinu na koji su uspostavljeni procesi poduzeća. Dvije su ključne odrednice efikasnog menadžmenta restorana brze prehrane koje utječu na zadovoljstvo korisnika. To su brzina i kvaliteta usluge. Ovaj rad istražuje kako funkcionalnost, problemi, izazovi i procesi upravljanja kvalitetom utječu na formiranje operacijske strategije poduzeća McDonald's. Istraživanje je provedeno metodom dubinskih intervjua sa zaposlenicima na vodećim operativnim pozicijama u poduzeću i pokušava prikazati ključne aktivnosti kontrole kvalitete u poduzeću, korištene alate te njihov utjecaj na unapređenje kvalitete i brzine usluge restorana.

Abstract (english)

Considering the way of the process design of modern companies, it is noticeable that the key of execution of every company is in their strategy implementation, particulary when it pertain to how their processes are established. There are two key determinants of efficient managamenet of fast food restaurants that affect customer satisfaction, fast and high-quality service. In this thesis it has been examined how functionality, problems, challenges and processes of managing quality affect the formation of operational strategy within McDonald's company. The research was conducted via in-depth interview methods with employees on leading operative positions in the company, and it shows key activities of the quality control of the company, used tools as well as their impact on quality improvement and fast service of the restaurant.

• Keywords: Upravljanje kvalitetom; TQM; Restorani brze prehrane; McDonald's
• Keywords (english): Quality management; TQM; Fast-food industry; McDonald's
• Language: croatian
• URN:NBN: urn:nbn:hr:148:103277
• 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: Closed access
• Created on: 2019-09-24 08:02:46