scholarly journals The role of customer orientation in improving services in public administration

Management ◽  
2014 ◽  
Vol 18 (1) ◽  
pp. 356-369
Author(s):  
Anna Ludwiczak
Keyword(s):  
Quality Management ◽  
Public Administration ◽  
Customer Orientation ◽  
Iso 9001 ◽  
Management Systems ◽  
Quality Management Systems

Abstract The article presents the problem of improvement in public administration offices in one of the most important current principles of quality management - customer orientation in the context of the functioning of these units in quality management systems compliant with the requirements of BS EN ISO 9001:2009. The results of the author’s research in the use of this orientation in selected government offices are presented. The article explores the deficiencies that occur in the offices surveyed in this respect and presents examples of possible methods and tools for the study of the needs, requirements and expectations of customers and techniques for the measurement of their satisfaction that may be used in public administration

scholarly journals The Level of Maturity of Quality Management Systems in Poland—Results of Empirical Research

2019 ◽  
Vol 11 (15) ◽  
pp. 4239 ◽  
Author(s):  
Radosław Wolniak
Keyword(s):  
Quality Management ◽  
Management System ◽  
Customer Orientation ◽  
Quality Management System ◽  
Iso 9001 ◽  
Management Systems ◽  
Quality Management Systems ◽  
The Public ◽  
Financial Condition ◽  
Corporate Social

This paper examines the problem of measuring the maturity of quality management systems. The main scope of the study is to measure the level of maturity of quality management systems in organizations with an implemented quality management system compliant with the requirements of ISO 9001 in Poland; however, this paper also investigates which factors influence the level of maturity. An analysis of the maturity level of the quality management system in the surveyed organizations showed that the highest level of maturity occurs in those areas and activities that directly result from the requirements of the ISO 9001 standard and direct market pressure, and this level of maturity must be implemented. This can be included in case areas such as customer orientation, process approach, or evidence-based decision-making. However, a lower level of maturity is observed in the case of “soft” aspects of quality management related to leadership and human resource management. The problems are also related to the implementation of corporate social responsibility (CSR). In this respect, the surveyed organizations show numerous shortcomings which lead to low assessments of their level of maturity, for example, in ensuring openness and ethical behavior in contact with the public. The following hypothesis was formulated for the research objective: H1—control variables, such as the size of the organization (H1a), time of existence of the enterprise (H1b), business profile (H1c), market position (H1d), financial condition (H1e), and ratio of management to the normalization processes (H1f), affect the level of maturity of an enterprise’s quality management system.

ISO 9001 QUALITY MANAGEMENT SYSTEMS AND ORGANIZATIONAL PERFORMANCE: A STUDY OF METAL MECHANICAL COMPANIES FROM SOUTHERN BRAZIL

2021 ◽  
Vol 33 (1) ◽  
pp. 1
Author(s):  
Leonardo Stertz Sfreddo ◽  
Guilherme Bergmann Borges Vieira ◽  
Gabriel Vidor ◽  
Roberto Birch Gonçalves ◽  
Cintia Paese Giacomello
Keyword(s):  
Quality Management ◽  
Organizational Performance ◽  
Iso 9001 ◽  
Management Systems ◽  
Southern Brazil ◽  
Quality Management Systems

Opportunities for digitalization of quality management systems

2021 ◽  
pp. 17-21
Author(s):  
S.V. Alexandrova ◽  
◽  
V.A. Vasiliev ◽  
M.N. Alexandrov ◽  
◽  
...  
Keyword(s):  
Quality Management ◽  
Digital Technologies ◽  
Iso 9001 ◽  
Management Systems ◽  
Design And Development ◽  
New Production ◽  
Quality Management Systems ◽  
Provision Of Services ◽  
Production Technologies ◽  
Monitoring And Measurement

In the context of digitalization, the functioning of the QMS necessitates the development and application of qualitatively new management technologies, as well as fundamentally new production technologies. Science is faced with the question of studying the main ways of developing the QMS, determining its place and role in modern conditions and realities, including the use of digital technologies. The article defines the sections of the QMS (GOST R ISO 9001-2015), in which digital technologies can and should be implemented: clause 8.3 Design and development of products and services, clause 8.4. Production of products and provision of services, p. 7.1.5 Resources for monitoring and measurement, p. 9.3. Management analysis.

scholarly journals PROPORTION OF CERTIFIED ISO 9001 QUALITY MANAGEMENT SYSTEMS IN SMALL AND MEDIUM-SIZED ENTERPRISES IN LATVIA

2010 ◽  
Vol 1 (2) ◽  
pp. 56
Author(s):  
Guna Čivčiša
Keyword(s):  
Quality Management ◽  
Large Scale ◽  
Size Class ◽  
International Organization ◽  
Iso 9001 ◽  
Management Systems ◽  
Quality Management Systems ◽  
Depth Analysis ◽  
Expected Outcome ◽  
Systems Requirements

ISO 9001 (2000 and 2008), Quality management systems – Requirements are globally most used standards. The total number of issued certificates tends to increase year by year, according to the annual surveys of International Organization for Standardization (ISO). The situation in Latvia is similar – the total number of the standard user organizations grows every year only in much smaller amounts. However, the information on issued certificates is insufficient for realizing an in-depth analysis of standard user organizations. This study is important for providing detailed information on enterprises according to their size class and for information on the proportion of certified enterprises to overall number of enterprises to observe the most active scale group of business for ISO 9001 certification. The expected outcome of the research – the number of certified enterprises and their distribution by size class (micro, small, medium- sized and large scale enterprises) in Latvia.

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