diplomsko delo univerzitetnega študija Organizacija in management poslovnih in delovnih sistemov
Janez Šifkovič (Author), Damjan Maletič (Mentor)

Abstract

V današnjem času je kakovost ključnega pomena za vsako podjetje, saj si podjetja s tem skušajo pridobiti nove kupce in hkrati povečati svoj tržni delež. Dobra kakovost storitev in izdelkov nam lahko prinese konkurenčno prednost. To slišimo skoraj vsak dan. Danes kakovost predstavljajo bolj kakovostne tehnologije kot tudi pregled in simplifikacija že znanih tehnologij. Hitreje in boljše želimo doseči z manj sredstvi. Petrol d. d. je v letih svojega delovanja veliko vložil v kakovost storitev ter izdelkov na prodajnih mestih. Namen diplomskega dela je ugotoviti, kje lahko Petrol d. d. izboljša storitev, ki jo ponuja na svojih prodajnih mestih. Ugotovitve smo dobili s pomočjo SERVQUAL analize, s katero smo prikazali, v katerih segmentih kakovosti podjetje Petrol d. d. še potrebuje izboljšave. V raziskavi smo merili, kakšen je razkorak med pomembnostjo ter izvajanjem storitve na prodajnem mestu. Vprašanje, katerega si bomo zastavili, je, ali obstajajo razlike med pričakovano ter zaznano kakovostjo storitev na prodajnem mestu. S tem nam bodo zaposleni povedali, kakšne so njihove naloge ter ali jih izpolnjujejo v celoti. Poskušali bomo ugotoviti, če imajo zaposleni dobre vodje ter ali potrebujejo samo pravo usmeritev in malo več motivacije za delo. Če Petrol d. d. najde rešitev, s katero bi dvignil motivacijo zaposlenega, je velika možnost, da se bo kakovost storitev povečala. Včasih je bila v podjetju Petrol d. d. primarna dejavnost prodajanje naftnih derivatov. Sčasoma pa je podjetje začelo ponujati poleg goriv tudi najbolj splošne življenjske potrebščine. Širitev ponudbe na prodajnih mestih se je spreminjala s časom, saj je potrebno ponuditi več, kot ponuja konkurenca. Mislimo, da je v današnjem času kakovost ključnega pomena za vsako podjetje, tako za malo kot za veliko. Z dobro kakovostjo si prizadevajo zmanjšati stroške in povečati prodajo, saj je cilj vsakega podjetja poslovati s čim višjim dobičkom

Keywords

management kakovosti;storitve;modeli kakovosti;

Data

Language: Slovenian
Year of publishing:
Typology: 2.11 - Undergraduate Thesis
Organization: UM FOV - Faculty of Organizational Sciences
Publisher: [J. Šifkovič]
UDC: 658.562
COBISS: 7931155 Link will open in a new window
Views: 991
Downloads: 109
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Other data

Secondary language: English
Secondary title: The role of quality factors in achieving company’s effectiveness - a case study of petrol d.d., ljubljana
Secondary abstract: Quality is essential for every company now-a-days because companies try to attain new customers and gain market shares through quality. Good quality of services and products can bring us competitive advantage. We hear that almost every day. Quality is presented by more quality technologies and by supervision and improvement of known technologies. We want to attain more and better with less means. Petrol d. d. has put a lot of effort into quality of services and products at selling points. The aim of this thesis is to identify where Petrol d. d. can improve service which is offered at selling points. Findings were obtained by help of SERVQUAL analysis, that showed in which segment of quality Petrol d. d. still needs improvement. In the research we measured what is the gap between importance and execution of service at a selling point. The question we are going to ask is, whether there is any difference between expected and perceived quality of service at a selling point. Employees would tell us what their tasks are and whether they fully execute them. We will try to determine whether the managers are good and whether they need the right direction and more motivation. If Petrol d. d. finds a solution to motivate employees the quality of service will increase. The primary activity in Petrol d. d. used to be selling oil products. Gradually, the company began to sell the most common essential items. Enlargement of offering has been changing through time as one must offer more than competitors. We believe that quality is of key importance for every company, micro or large, now-a-days. They try to lower costs but increase sale by a good quality as it is every company’s aim to operate the most profitably.
Secondary keywords: management of quality;service;models of quality;buyer;costs;
URN: URN:SI:UM:
Type (COBISS): Bachelor thesis/paper
Thesis comment: Univ. v Mariboru, Fak. za organizacijske vede
Pages: 51 f.
ID: 9609383
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