Performance of Processes in Quality Management of Companies Providing Services

2018 ◽  
Vol 8 (3) ◽  
pp. 138-144 ◽  
Author(s):  
Jarmila Klementová ◽  
Mariana Sedliačiková ◽  
Diana Hamáry Gurová ◽  
Denisa Malá
Keyword(s):  
Quality Of Service ◽  
Quality Management ◽  
Academic World ◽  
Keywords Quality Management ◽  
Management Processes ◽  
Research And Education ◽  
Quality Of Products ◽  
Level Of Understanding ◽  
The Impact

Improving the quality of products, services and processes is currently very important for building of the competitiveness of businesses on the markets. The aim of this paper was to propose a framework standardized model for measuring and evaluating of processes` performance in quality management for companies providing services. An empirical study in practice of Slovak businesses preceded the design of this model. The level of understanding and the use of methods and tools for measuring and evaluating of processes performance in the area of quality were mapped through a questionnaire survey. This model reflects a run of single processes, activities and sequences that are necessary to be solved in the frame of implementation and improvement of quality in businesses providing services, through the use of appropriate methods and tools. It also captures the interaction of the customer in the process of service providing, the impact of customer on the quality of service and the evaluation of customers` satisfaction.© 2015 The Authors. Published by Elsevier B.V. Peer-review under responsibility of Academic World Research and Education Center. Keywords: Quality management; Processes; Performance; Companies providing services; Model

scholarly journals Using a platform based on the Basic profile of ISO/IEC 29110 to reinforce DevOps environments

2021 ◽  
Vol 27 (2) ◽  
pp. 91-110
Author(s):  
Mirna Munoz ◽  
Mario Negrete ◽  
Magdalena Arcilla-Cobián
Keyword(s):  
Cultural Change ◽  
Negative Consequences ◽  
Continuous Change ◽  
New Paradigm ◽  
Software Products ◽  
Management Processes ◽  
Quality Of Products ◽  
The Impact ◽  
Web Platform

The growth of software demand has caused more competition among customers who expect faster changes and better quality in the software products delivered. The need to satisfy the continuous requirements of the market, the need to keep the quality of products and services, as well as the need to improve their processes become a difficult task for organizations. DevOps arises to handle this continuous change because it addresses the reduction of the gap between development and operation. However, the influence of this new paradigm in organizations becomes a big challenge, mainly related to a cultural change. If the change of culture is not properly implemented, it could impact a team with negative consequences. In this context, there is no specific guidance that helps organizations with their implementation. Based on the lack of guidance, this paper presents the Reinforced DevOps Guidance, which aims to help teams to achieve an evolution of their software development, software delivery, and project management processes toward a proper DevOps implementation. The guidance uses a web platform that allows a dynamic implementation. That way helps teams to understand the set of tasks to be followed and the impact of their implementation on their current organizations. This paper shows both an overview of the guidance, highlighting the web platform, and its application in a very small entity (VSE). The results show that the use of the guidance: provides support toward addressing the effort in VSEs; gives the information of the technology, processes, and teams aspects that should be improved; and allows the cultural change in a pace supported by VSEs.

scholarly journals Professional training of students as an object of quality management in the education system

2021 ◽  
Vol 128 ◽  
pp. 05012
Author(s):  
V.I. Stymkovskij ◽  
L.N. Anisimova ◽  
I.I. Burlakova
Keyword(s):  
Quality Management ◽  
Professional Training ◽  
Quality Management System ◽  
Modern Theory ◽  
Total Quality ◽  
Work Processes ◽  
Global Quality ◽  
Quality Of Products ◽  
The Impact

The modern theory of quality management is based on the position that activities aimed at improving quality should be carried out in the process of production/service. It is possible to determine the quality of products/services by many factors, both objective and subjective. To prevent the impact of various factors on quality, a quality management system is necessary. Each country has its own concept of quality management, which reflects the essence of Total Quality Management (TQM) methodology to solve quality improvement problems. Quality models to a large extent coincide with each other, are mutually complementary and differ only in the completeness and depth of coverage of the work processes of the organization. The main purpose of our article is a comprehensive study of theoretical and practical issues of professional training of students on the basis of global quality methodology, its step-by-step description, identifying the practical value in use for both technical and humanitarian specialties.

scholarly journals Performance of processes in quality management of wood-processing enterprises

2018 ◽  
Vol 8 (2) ◽  
pp. 67-73
Author(s):  
Jarmila Klementová ◽  
Mariana Sedliačiková ◽  
Diana Hamary Gurova ◽  
Denisa Mala
Keyword(s):  
Quality Management ◽  
Performance Indicators ◽  
Quality Management System ◽  
Academic World ◽  
Primary Level ◽  
Secondary Sources ◽  
Wood Processing ◽  
Management Processes ◽  
Research And Education ◽  
Questionnaire Method

A measuring and evaluating of quality are critical factors that are responsible for customer satisfaction. The article deals with the issue of measuring and evaluating of processes` performance in quality management of Slovak wood-processing enterprises. A questionnaire method was used at primary level of information gathering. The questionnaire targeted 300 most significant Slovak wood-processing enterprises. It was found out that the most common methods of measuring and evaluating of processes` performance in quality management of Slovak wood-processing enterprises are universal indicators of process performance, indicators for measurement of production and non-production processes and benchmarking. Conversely, the least used methods are EFQM, Six Sigma and process controlling of quality. Based on the analysis of primary and secondary sources, a model for measuring and evaluating of processes` performance in the quality management system for small and medium as for large wood-processing enterprises was proposed.© 2015 The Authors. Published by Elsevier B.V. Peer-review under responsibility of Academic World Research and Education Center. Keywords: Quality management; Processes; Performance; Wood-Processing enterprises; Model

Агрономическая эффективность промышленной (голландской) технологии возделывания картофеля

2018 ◽  
Author(s):  
C. Coy ◽  
A.V. Shuravilin ◽  
O.A. Zakharova
Keyword(s):  
Heavy Metals ◽  
Regression Analysis ◽  
Positive Response ◽  
Growth Yield ◽  
Correlation And Regression Analysis ◽  
Yield And Quality ◽  
Quality Of Products ◽  
High Degree ◽  
The Impact

Приведены результаты исследований по изучению влияния промышленной технологии возделывания картофеля на развитие, урожайность и качество продукции. Выявлена положительная реакция растений на подкормку K2SO4 в период посадки. Корреляционно-регрессионный анализ урожайности и качества клубней выявил высокую степень достоверности результатов опыта. Содержание нитратов и тяжелых металлов в клубнях было ниже допустимых величин.The results of studies on the impact of industrial technology of potato cultivation on growth, yield and quality of products. There was a positive response of plants to fertilizer K2SO4 in the period of planting. Correlation and regression analysis of yield and quality of tubers revealed a high degree of reliability of the results of experience. The contents of nitrates and heavy metals in tubers was below the permissible values.

scholarly journals THE DEVELOPMENT OF THE QUALITY MANAGEMENT SYSTEM IN TERMS OF KNOWLEDGE MANAGEMENT / KOKYBĖS VADYBOS SISTEMŲ TOBULINIMAS ŽINIŲ VADYBOS ASPEKTU

2011 ◽  
Vol 3 (4) ◽  
pp. 113-119
Author(s):  
Romualdas Vitkauskas
Keyword(s):  
Knowledge Management ◽  
Quality Management ◽  
Quality Management System ◽  
Analysis Method ◽  
Continual Improvement ◽  
Correlation Analysis Method ◽  
Product And Process ◽  
Quality Of Products ◽  
The Relationship

The interaction of quality management and knowledge man­agement are analyzed quite widely in scientific literature and discussed with reference to various models integrating these two management theories. However, there are not enough precise tools that could provide a possibility of improving the quality of products and services through knowledge management. To this end, the article examines the already existing models for the interaction between quality management and knowledge management. The results of a survey on Lithuanian industry show what organizational knowledge is the most important while implementing quality management principles aimed at improving quality. The correlation analysis method showed the relationship between quality management principles (process approach, continual improvement, management, facts) and the factors defining the product and process quality (the extent of determining process execution time, process resources, costs of process stages, indicators for products and/or services, the dura­tion of the process, the extent of measuring indicators, the extent of collecting information on indicators, the extent of collecting information about the costs of the process). Santrauka Kokybės vadybos ir žinių vadybos sąveika mokslinėje literatūroje analizuojama gana plačiai, aptariami įvairūs sąveikos modeliai integruojant šias dvi vadybos teorijas. Tačiau nepakankamai nagrinėjamos konkrečios priemonės, kuriomis būtų galima pagerinti produktų ir paslaugų kokybę pasitelkiant žinių vadybą. Tuo tikslu straipsnyje analizuojami jau egzis­tuojantys kokybės vadybos ir žinių vadybos sąveikos modeliai bei pateikiami Lietuvos pramonės įmonių tyrimo rezultatai, parodantys, kokios organizacinės žinios svarbiausios įgyvendinant kokybės vadybos principus, skirtus kokybei gerinti. Taikant koreliacinės analizės metodą nustatyta, kad egzistuoja ryšys tarp kokybės vadybos principų (procesinio požiūrio, nuolatinio gerinimo, valdymo remiantis faktais) įgyvendinimo lygio ir veiksnių, apibūdinančių produktų ir procesų kokybę (procesų įvykdymo laiko nustatymas, procesų išteklių nustatymas, procesų etapų išlaidų nustatymas, produktų ir (ar) paslaugų rodiklių nustatymas, rodiklių matavimas, rodiklių informacijos rinkimas, informacijos apie proceso trukmę nustatymas ir informacijos apie proceso išlaidas rinkimas).

The impact of quality management practices on knowledge management processes: a study of a social security corporation in Jordan

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ata Al Shraah ◽  
Ayman Abu-Rumman ◽  
Faisal Al Madi ◽  
Fawwaz Ali Farhan Alhammad ◽  
Ayah Ahmad AlJboor
Keyword(s):  
Knowledge Management ◽  
Statistical Analysis ◽  
Quality Management ◽  
Social Security ◽  
Management Practices ◽  
Content Type ◽  
Quality Management Practices ◽  
Management Processes ◽  
The Impact ◽  
General Director

PurposeThis study aimed to investigate the impact of total quality practices on knowledge management (KM) processes across a Social Security Corporation (SSC) in Jordan and explore the best approach to improve KM processes using quality management.Design/methodology/approachThis study followed a quantitative methodology: a conceptual model was developed based on an extensive review of the related literature; an online survey was developed and distributed using the SSC's intranet; and 384 surveys were completed and used in the statistical analysis. The two-stage approach of structural equation modeling (SEM) was employed to analyze and interpret the data, and was used to validate the conceptual model of this research.FindingsBased on the statistical analysis it was found that six out of seven independent factors relating to quality management practices were confirmed to have a significant impact on the knowledge management processes (KMPs). Building upon the findings an agenda for improving KM processes using quality management is proposed.Originality/valueThis study was conducted in one organization namely the SSC because it is the largest public service organization in Jordan and offers compulsory services. The inclusion of other public organizations and companies may reflect different findings. Future research may collect data from other service industries to get a more comprehensive perspective from developing countries such as Jordan. Moreover, the population of this study included only the General Director, General Director Assistants, and Administrative Managers. Front-line employees were excluded from the data collection because the study was conducted solely from a managerial perspective.

Ensuring Sustainable Development of Economic Agents by Methods of Quality Management in the Era of Digitalization

2021 ◽  
pp. 81-100
Author(s):  
Vladimir V. Okrepilov ◽  
Alexander V. Babkin ◽  
Natalia V. Zlobina ◽  
Svetlana N. Kuzmina ◽  
Tatiana A. Salimova
Keyword(s):  
Sustainable Development ◽  
Quality Management ◽  
National Economy ◽  
Project Based Learning ◽  
Corporate Management ◽  
The Sustainable Development ◽  
Global Trends ◽  
Economic Agents ◽  
The Impact

The article examines the objectively existing in modern conditions of economic agents' activity the need to introduce and apply approaches based on the use of quality management methods in internal corporate management. The authors noted that one of the global trends of the XXI century. Is the structural transformation of the world economy associated with the active development and implementation of information and telecommunication (digital) technologies in the real economic processes of both society and business. The authors assess the approach widespread in Russia based on quality management methods in the formation of control systems for the activities of economic agents of the national economy in the context of digital transformation in order to ensure their sustainable development; the analysis of the formation of promising directions for the development of communities, declared by UNESCO, in conditions of instability, complexity and uncertainty was carried out; the toolkit for digitalization of quality management of the education system is considered, in particular, the use of project-based learning to improve the quality of knowledge obtained and assess the impact on the sustainable development of universities, the education sector in general and economic agents of the national economy, taking into account digitalization and global risks. The authors see further areas of research in modeling risks and assessing their impact on ensuring sustainable development of economic agents, socio-economic processes of the national economy and society as a whole by quality management methods in the context of digitalization of the economy.

scholarly journals PENGARUH RELIGIUSITAS, KUALITAS PELAYANAN, KUALITAS PRODUK TERHADAP LOYALITAS NASABAH TABUNGAN PADA PT. BANK ACEH SYARIAH KANTOR CABANG PEMBANTU DARUSSALAM

2019 ◽  
Vol 4 (2) ◽  
pp. 101-120
Author(s):  
Nurma Yoni
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Simultaneous Effect ◽  
Sample Technique ◽  
Quality Of Products ◽  
Partial Factor

  The purpose of research is to know the influence of religiality, quality of service, quality of products to customer loyalty savings at PT. Bank Aceh Branch Helper Darussalam. Sample of this research as much as 100 customers using the formula Slovin with a sample technique is purposive sampling. The type of research used in this study is quantitative. The data used is the primary data obtained by using questionnaires. The results of this study showed that religiusity, quality of service, the product quality is the simultaneous effect on customer loyalty savings at PT. Bank Aceh Branch maid Darussalam. A partial factor of religiusity and quality of service, the culinary products to give positive and significant impact on customer loyalty at PT. Bank Aceh, but one of the variables (product culitas) has a level of Lower influence than the variable religiusisity and quality of service.

scholarly journals HOSPITALITY MANAGEMENT AS A PREREQUISITE OF EFFECTIVE TOURISM DEVELOPMENT IN UKRAINE

2021 ◽  
Author(s):  
Olena Khytra
Keyword(s):  
Quality Of Service ◽  
Corporate Culture ◽  
Management System ◽  
Hospitality Industry ◽  
Professional Competence ◽  
Tourism Industry ◽  
Hospitality Management ◽  
Social Orientation ◽  
The Impact

The hospitality industry acquires the features of an integrative industry, which combines material resources and intangible factors to meet the needs of modern man for comfortable travel and recreation. Hospitality is interpreted as a complex economic, social, cultural, psychological phenomenon, the impact of which on the development of the tourism industry determines the effect of synergy from the combination of tourist resources and quality of service. The author of article proposes to consider hospitality management as a multilevel dynamic management system for the process of providing services to tourists and vacationers, based primarily on the principles of humanism, tolerance, personalization of hospitality, respect for cultural diversity, priority to meet human needs for quality recreation and physical strength as well as cultural self-development. The social orientation of this system to some extent balances the commercial, purely pragmatic aspect of managing the development of tourism enterprises. A holistic model of hospitality management is based on a harmonious combination of four concepts. They are humanitarian, technological, functional and commercial. The system-forming component of the hospitality sector is a mechanism for managing consumer behaviour, which ensures an optimal balance of supply and demand in the market of hospitality services. The specifics of service in the hospitality industry is that the quality of service affects the emotional perception of tourists in the area and, accordingly, affects the image of the state. Therefore, the mechanism for implementing the service policy should be established through public administration measures. Among the key areas of hospitality management development is the formation of a rational organizational structure, improvement of hospitality marketing and support of corporate culture, the values of which are adequate to the socio-cultural environment of the hospitality industry. The specificity of the hospitality industry is also that an important role in ensuring competitiveness is played by an attractive brand, which stipulates the allocation in the management system of such a component as brand management. Considerable attention should be paid to the innovative development of hospitality enterprises and the constant improvement of professional competence of managers of socio-cultural activities.

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