Application of the "Consumer risks" method in the quality management system of the university

2021 ◽  
pp. 3-11
Author(s):  
O.N. Fedonin ◽  
◽  
A.Z. Simkin ◽  
T.P. Mozhaeva ◽  
A.S. Proskurin ◽  
...  
Keyword(s):  
Decision Making ◽  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Educational Services ◽  
University Management ◽  
Managerial Decision ◽  
Managerial Decision Making ◽  
The University ◽  
Consumer Voice

The article discusses the approach to ensuring the satisfaction of consumers of educational services in the quality management system (QMS) of the university in the context of a risk-based approach. The problems connected with identification and resolution of personal risks of the parties interested in educational services are investigated. The analysis of tools for identifying personal risks of consumers and their transformation into the characteristics of educational services is carried out. The expediency of using the proposed «Consumer risks» method, which is a modification of the «Consumer Voice» method known in quality management and allows extrapolating the personal risks of interested parties into the requirements and then into the characteristics of educational services expressed in professional terminology that is understandable for implementation by the university management, is argued. The procedure of statistical substantiation of managerial decision-making on the priority of choosing the implementation of the characteristics of educational services extrapolated from the personal risks of consumers is proposed. The considered approach allows not only to ensure the satisfaction of consumers of educational services, but also to anticipate their expectations.

Decision-Making Support Systems in Quality Management of Higher Education Institutions

2017 ◽  
Vol 9 (2) ◽  
pp. 56-79 ◽  
Author(s):  
Manuel Mora ◽  
Fen Wang ◽  
Jorge Marx Gómez ◽  
Mahesh S. Rainsinghani ◽  
Valentyna Savkova Taras Shevchenko
Keyword(s):  
Higher Education ◽  
Decision Making ◽  
Quality Management ◽  
Quality Management System ◽  
Higher Education Institutions ◽  
Educational Services ◽  
Managerial Decision ◽  
New Process ◽  
Decision Making Support

The provision of high-quality educational services is a mandatory objective for Higher Education Institutions (HEIs) nowadays. Consequently, HEIs implement Quality Management System (QMS) process frameworks. A core managerial activity conducted in these QMS is decision making, which impacts the overall quality of the provided HEI's educational services. This managerial context found in HEIs demands an adequate and reliable managerial decision-making support. In this article, we elaborate a new Process-Task-Decision scheme for HEIs based on a relevant international QMS process framework (ISO 9001 IWA 2:2007), and we survey selectively DMSS and HEI literature in the 1996-2016 period. We found that DMSS have been used in a variety of Process-Task-Decision situations in HEIs from early periods to the present, but their utilization is still scarce and partially deployed. Thus, open opportunities to apply them in HEIs and relevant knowledge gaps still exist to be further researched.

Decision-Making Support Systems in Quality Management of Higher Education Institutions

2018 ◽  
pp. 1988-2012
Author(s):  
Manuel Mora ◽  
Fen Wang ◽  
Jorge Marx Gómez ◽  
Mahesh S. Rainsinghani ◽  
Valentyna Savkova Taras Shevchenko
Keyword(s):  
Higher Education ◽  
Decision Making ◽  
Quality Management ◽  
Quality Management System ◽  
Higher Education Institutions ◽  
Educational Services ◽  
Managerial Decision ◽  
New Process ◽  
Decision Making Support

The provision of high-quality educational services is a mandatory objective for Higher Education Institutions (HEIs) nowadays. Consequently, HEIs implement Quality Management System (QMS) process frameworks. A core managerial activity conducted in these QMS is decision making, which impacts the overall quality of the provided HEI's educational services. This managerial context found in HEIs demands an adequate and reliable managerial decision-making support. In this article, we elaborate a new Process-Task-Decision scheme for HEIs based on a relevant international QMS process framework (ISO 9001 IWA 2:2007), and we survey selectively DMSS and HEI literature in the 1996-2016 period. We found that DMSS have been used in a variety of Process-Task-Decision situations in HEIs from early periods to the present, but their utilization is still scarce and partially deployed. Thus, open opportunities to apply them in HEIs and relevant knowledge gaps still exist to be further researched.

A Quality Assurance System in a Pervasive Computing Environment

2010 ◽  
pp. 61-76
Author(s):  
Amitava Mitra
Keyword(s):  
Decision Making ◽  
Quality Assurance ◽  
Quality Management ◽  
Customer Satisfaction ◽  
Management System ◽  
Quality Management System ◽  
Quality Assurance System ◽  
Management Objectives ◽  
Product Service

As the competition for products and services continues to grow, with customer satisfaction playing an integral part in this process, organizations are faced with the task of ensuring quality in all of their activities. Since many organizations do not necessarily produce the entire product or deliver the service by themselves, they are dependent on other vital sources, for example, suppliers, that impact quality of the finished product/service. This necessitates development and implementation of a quality management system which can integrate information from the various entities to facilitate decision making in a timely manner. Additionally, it is desirable for such a quality management system to be responsive to the existing quality environment at the various sources that contribute to the manufacture of the product or delivery of the service. This chapter provides a foundation for accomplishing such quality management objectives.

The quality of higher education through the eyes of the consumers of educational services

2018 ◽  
Vol 6 (1) ◽  
pp. 27-32
Author(s):  
Николай Дмитриев ◽  
Nikolay Dmitriev
Keyword(s):  
Higher Education ◽  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Education Institution ◽  
Educational Process ◽  
Educational Services ◽  
Quality Of Higher Education ◽  
Russian Higher Education

The article analyses the incentives of the Russian higher education institutions to provide quality education which develop as a result of the competition and signals from labor market. The mechanism of a quality assurance of training of specialists in higher education institution is the quality management system. The experience of formation of a quality management system is presented. The structure and interrelation of components of quality of education is considered. Criteria and indicators of quality of educational process, which can be applied in estimation of quality in the educational organization, are offered. Besides, backbone components of quality — satisfaction of consumers with educational services are considered.

scholarly journals Implementasi Sistem Manajemen Kualitas ISO: 9001:2008 terhadap Kepuasan Pemustaka di Perpustakaan Pusat Universitas Gadjah Mada

2015 ◽  
Vol 9 (2) ◽  
pp. 44
Author(s):  
Uminurida Suciati
Keyword(s):  
Quality Of Service ◽  
Quality Management ◽  
Data Collection ◽  
User Satisfaction ◽  
Management System ◽  
Quality Management System ◽  
Iso 9001 ◽  
Library Services ◽  
The University

This study aims to determine the quality library services based implementation of Quality Management System ISO 9001:2008 . User satisfaction and student perceptions regarding the attributes of quality library services that include : tangible , reliability , responsiveness, assuredness , and empathy associated with user satisfaction .This study uses a quantitative approach . Type a descriptive quantitative research . Ex post facto data collection by survey method . Data collection using questionnaires as the primary method , documentary and observation . The study population was a student who came to visit and use the library facilities and using samples UGM proportional stratified random sampling technique.Analysis of the data using parametric statistics , such as regression analysis to test the hypothesis regreasi first and to find out how much of each attribute independent variables contribute effectively to the satisfaction of the user and the product moment correlation and ANOVA to test the hypothesis of a single lane to two . Results indicate that the implementation of quality management system ISO 9001 : 2008 can give satisfaction to the users at the Central Library , University of Gadjah Mada . It can be seen from the results of the user's perception of the quality attributes of library services that include : tangible, reliability , responsiveness , and empathy assuredness related to user satisfaction at the Central Library of the University of Gadjah Mada . It can be seen from tangible attribute indicates the coefficient b = 0.104 and p = 0.022 , attribute indicates the reliability coefficient b = 0.126 and p = 0.009, attribute indicates the responsiveness coefficient b = 0.095 and p = 0.018, showing assuredness attribute coefficient b = 0.125 and p = 0.007, attribute shows empathy coefficient b = 0.193 with p = 0.001 . Positive effect is statistically significant means that the better the user perception of service quality attributes of the higher levels of user satisfaction and conversely the perception of poor quality of service attributes pemustaka on the lower level of user satisfaction in the Library of the University of Gadjah Mada . From the estimation above regression equation, the coefficient of multiple determination ( R2 ) of 0.539 that showed statistically that the role of the variable quality of service for users' satisfaction at 53.9 % . Percentage of the remaining 46.1 % are other variables not examined in this study .

scholarly journals Strategies for making management decisions in information and analytical activity

2021 ◽  
pp. 26-30
Author(s):  
Olha Danylyuk ◽  
Lyudmyla Petryshyn
Keyword(s):  
Decision Making ◽  
Management System ◽  
Management Decisions ◽  
Managerial Decision ◽  
Significant Information ◽  
Managerial Decision Making ◽  
Managerial Decisions ◽  
Regional Management ◽  
Analytical Research ◽  
Principles Of Design

The aim of the study is to substantiate and analyze the strategy of managerial decision-making in information and analytical activities, to specify the main aspects of analytics for decision-making.Strategies for making managerial decisions in information and analytical activities are substantiated. The relevance of the use of information-analytical research is determined. The main aspects of analytics for decision making are analyzed, as well as the ranging of classes according to the degree of intelligence and complexity of tasks is taken into account. The peculiarities of completeness and reliability of information for information-analytical research are revealed. It is determined, that information analytics is a component of management.The regional management analytics is analyzed, as a result of which it is proposed the scheme of regional management with the use of information and analytical support is offered. The basic principles of design are offered. It is proved, that the management system requires modern analytical support, performed according to the requirements of science, the latest methodologies, including information and analytical activities. Problems and negative sides in the process of information-analytical activity in the system of regional management are determined. It is noted, that information and analytical support helps to achieve the best results, and the effectiveness of activities in any field depends on the management system. The obtained research results will allow will improve planning, organization and coordination of managerial decision-making and will help to form a significant information capital for making relevant management decisions at all hierarchical levels of management

THE QUALITY MANAGEMENT SYSTEM AS AN ELEMENT OF THE EFFICIENCY OF ENGINEERING TRAINING IN HIGHER EDUCATION

2016 ◽  
Vol 5 (6) ◽  
pp. 28-32
Author(s):  
Катанаева ◽  
M. Katanaeva ◽  
Подвербных ◽  
O. Podverbnykh ◽  
Окунева ◽  
...  
Keyword(s):  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
State Level ◽  
Educational Institutions ◽  
High Quality Education ◽  
Labor Resources ◽  
The University ◽  
Engineering Training

The Russian system of the economy requires new qualities of labor resources, so the provision of high quality education continues to remain a priority of state policy. Also the quality of education in Russia is connected with the reform and modernization of the education system at the state level, with the development and improvement of scientific, educational and production potential of the University. To guarantee quality and competitiveness in schools must carry out a number of activities associated with quality assurance. The success of educational institutions depends on effective management system and implemented the quality management system. The article presents problems of higher school in the training of engineers, proposed methods of use of the quality management system, discusses statistical methods of control and analysis, quality monitoring of educational activities.

scholarly journals Ensuring Consumer Satisfaction of Products in the Quality System of the Enterprise Based on the Application of the “Consumer's Risks” method

2021 ◽  
Vol 93 ◽  
pp. 03006
Author(s):  
Oleg Fedonin ◽  
Tatyana Mozhaeva ◽  
Albert Simkin ◽  
Alexander Proskurin
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Management System ◽  
Consumer Satisfaction ◽  
Quality Management System ◽  
Quality System ◽  
Product Characteristics ◽  
Statistical Justification ◽  
Consumer Voice

The paper deals with the basics of ensuring customer satisfaction as one of the conceptual principles of the quality management system (QMS) of the enterprise, based on "Consumer's risks" method, which is a modification of the well-known "Consumer Voice" method. The paper analyzes scientific approaches to the problem under study. The paper gives ground for the prospects of studying personal risks of consumers in order to anticipate their expectations from the company's products based on the application of "Consumer's risks" method, which allows to extrapolate the risks of interested parties to the product characteristics expressed in professional terminology that is understandable for the manufacturer who can implement it. The authors propose a procedure for transferring consumer’s risks into product characteristics and a statistical justification of the priority of their implementation, which allows to balance the requirements of all interested parties. The expediency of using the developed procedure in order to ensure customer satisfaction and increase the competitiveness of the enterprise is proved.

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