Quality management in service activities

Brajević, Irena and Domazet, Ivana and Marjanović, Darko (2020) Quality management in service activities. Balkan economic review, 3. pp. 6-20. ISSN 2726-5498

Text brajevic et al.pdf - Published Version Available under License Creative Commons Attribution Non-commercial No Derivatives. Download (305kB)

Abstract

The function of quality is gaining in importance and quality is becoming a
basic factor in the survival and development of the company. Due to the need to ensure
that their organization, product or service is of consistent quality, companies introduce
QM (Quality Management) into their business. Quality on the one hand is a set of
properties, and on the other hand, it is about meeting the needs and expectations of
customers. Quality management is an ongoing process, which is evolving and changing
with the aim of ensuring the projected quality of the product or service is provided as
successfully and objectively as possible. In doing so, companies use various tools and
methods that enable the identification of key factors that have a decisive influence on
ensuring the required quality of a product and/or service. The main goal of this paper
is to present the properties, characteristics and ways of measuring the quality of services
as well as how the companies engaged in services industry manage quality. Since the
end of the 20th century, more and more attention is paid to the quality of services, and
the main conclusion from the management point of view is that it is necessary to acquire
new and retain existing customers, where the quality of products and services is crucial
in this process.

Item Type:	Article
Additional Information:	COBISS.ID=31012617
Uncontrolled Keywords:	quality, Services, QM (quality management), standardization, activity
Research Department:	Digital Economics
Depositing User:	Jelena Banovic
Date Deposited:	30 Jan 2021 14:18
Last Modified:	30 Jan 2021 14:18
URI:	http://35.240.28.64/id/eprint/1550
Author Links:	[error in script] No links available.

Actions (login required)

View Item