diplomsko delo
Sabina Filipović (Avtor), Matjaž Maletič (Mentor)

Povzetek

Poslanstvo in smisel obstoja vsakega podjetja je zadovoljiti svoje kupce. Stranke v zameno za plačilo pričakujejo kakovostne proizvode. Podjetja, ki se zavedajo, kako je v današnjem času postala pomembna kakovost, postavljajo njeno nenehno izboljševanje pred dobiček podjetja. Pri tem igra pomembno vlogo vodstvo, ki se mora najprej zavezati k vzpostavitvi ustreznega sistema doseganja kakovosti, nato pa spodbujati svoje zaposlene v smeri njenega doseganja. V diplomskem delu smo želeli poudariti, kako pomembno vlogo ima danes kakovost in njeno vključevanje v storitve že v fazi samega planiranja. V teoretičnem delu bomo podrobneje opredelili kakovost skozi oči različnih strokovnjakov s tega področja in predstavili pomembno orodje za njeno doseganje, t. i. management celovite kakovosti. Nadaljevali bomo s poglavjem o standardizaciji in samih standardih, natančneje pa si bomo ogledali tudi najbolj znan standard za kakovost SIST EN ISO 9001 iz leta 2015 in postopek njegove certifikacije. Zanimali nas bodo pozitivni vidiki uvedbe standarda v podjetje in tiste slabosti, ki večinoma odvrnejo podjetja od odločitve za njegovo vpeljavo. Obvladovanje procesov določene organizacije tako poteka z vidika kakovosti, količine in stroškov, ker pa je poudarek tega diplomskega dela pretežno na analizi obvladovanja kakovosti, se bomo stroškov samo dotaknili. V empiričnem delu naloge bo predstavljeno storitveno podjetje, zato bomo kratko opisali tudi kakovost njihovih storitev in model vrzeli kot orodje za njihovo analizo. Raziskovalni del diplomskega dela bo temeljil na anketnem vprašalniku in bolj poglobljenem vidiku obvladovanja kakovosti znotraj izbranega podjetja. S pomočjo rezultatov ankete in izbrane strokovne literature smo oblikovali predloge in smernice za doseganje še višje kakovosti izvajanja storitev. Predlogi in smernice so opredeljeni skozi sedem dimenzij kakovosti, ki so jih ocenjevali anketiranci (kakovost storitev, zaposleni v podjetju, njihova dostopnost in komunikativnost, ugled podjetja, družbena odgovornost podjetja in splošna kakovost), ter na podlagi njihovega mnenja, ali vidijo uvedbo standarda kakovosti SIST EN ISO 9001: 2015 kot prednost, slabost oziroma v primeru njegove vpeljave ne vidijo dodane vrednosti. Pri analizi obstoječega stanja v podjetju smo primerjali zahteve, ki jih opisuje standard SIST EN ISO 9001:2015 z že ustaljeno prakso zagotavljanja kakovosti v podjetju Vesles, d. o. o., in na podlagi ugotovitev izdelali morebitne predloge za izboljšavo.

Ključne besede

management kakovosti;

Podatki

Jezik: Slovenski jezik
Leto izida:
Tipologija: 2.11 - Diplomsko delo
Organizacija: UM FOV - Fakulteta za organizacijske vede
Založnik: [S. Filipovič]
UDK: 005.6
COBISS: 88098819 Povezava se bo odprla v novem oknu
Št. ogledov: 337
Št. prenosov: 76
Ocena: 0 (0 glasov)
Metapodatki: JSON JSON-RDF JSON-LD TURTLE N-TRIPLES XML RDFA MICRODATA DC-XML DC-RDF RDF

Ostali podatki

Sekundarni jezik: Angleški jezik
Sekundarni naslov: Analysis of quality management system in a small business
Sekundarni povzetek: The mission and purpose of every company's existence is to satisfy its customers. Customers expect high-quality products in return for payment. Companies that are aware of how quality has become an important factor nowadays place their continuous improvement before the company’s profits. Management plays an important role in this process by committing itself to establish an appropriate quality assurance (QA) system and then encouraging its employees to achieve it. In the diploma work, we wanted to emphasize the important role that quality has today and its implementation already in the services' planning phases. In the theoretical part, we will define quality in more detail through the eyes of various experts in this field and present an important tool for its achievement, e.g., overall quality management. We will continue with the chapter on standardization and standards themselves and take a closer look at the most well-known quality standard, SIST EN ISO 9001 from 2015 and the process of its certification. We will take interest in the positive aspects of the quality standard's implementation in the company and define disadvantages that mostly deter companies from deciding to implement it. The management of a particular organization's processes thus takes place in terms of quality, quantity, and costs, but because the emphasis of this thesis is mainly on the analysis of quality management, we will only vaguely describe the topic of costs. In the empirical part of the thesis, the service company in question will be presented in detail, so we will also briefly describe the quality of their services and the gap model as a tool for their analysis. The research part of the diploma work will be based on a survey questionnaire and a more detailed aspect of quality management within the selected company. With the help of survey results and selected professional literature, we designed proposals and guidelines for achieving even higher quality of service delivery. Proposals and guidelines were defined through seven quality dimensions, evaluated by respondents (quality of services, company employees, their accessibility and communication, company reputation, corporate social responsibility, and overall quality), and based on their opinion, whether they perceive the introduction of the quality standard SIST EN ISO 9001: 2015 as an advantage, disadvantage or without any additional value to the company. During the analysis of the company's existing situation, we compared the standard SIST EN ISO 9001: 2015 requirements with the already established practice of quality assurance in the company Vesles, d. o. o., and, based on the findings, presented possible suggestions for improvement.
Sekundarne ključne besede: Kakovost izdelkov in storitev;Upravljanje;Univerzitetna in visokošolska dela;
Vrsta dela (COBISS): Diplomsko delo/naloga
Komentar na gradivo: Univ. v Mariboru, Fak. za organizacijske vede
Strani: VIII, 137 f.
ID: 13444495