Problemy Jakości (Quality Problems) 2019/02

  • The quality of transport services and the SERVQUAL concept
    The perception of the quality of transport services by passengers may differ significantly from the technical indicators of the level of services used by planners. Vanhanen, Kurri 2007 Quality of services has become a significant distinguishing feature and the most powerful competitive weapon that many service organizations have. Clow & Vorhies 1993. Quality of services is considered an essential element of management strategy as it is crucial to maintaining or even increasing customer satisfaction, improving productivity and increasing revenues for any business organization. The pressure of competition in most industries has forced managers to look for alternative ways to increase the competitive position of the company; one of them is permanent care for the quality of services provided in order to distinguish them from the services of the competition. The growing importance of the quality of services is independent of the type of industry, hence today's quality is also increasingly important in transport. One of the basic activities carried out on the TSL market is a transport service that plays a very important role in the entire economy. It enables efficient and effective functioning of all its departments. Therefore, it is reasonable to ensure the appropriate quality of transport services, defined as the fulfillment by the carrier of certain requirements and needs of customers (passengers). Among the wide range of tools and research instruments used to assess the level of service quality, it is worth paying attention to the SERVQUAL concept, which is still well-refined. Currently, there is no agreement as to the number, names and characteristics of the individual dimensions on which the idea of SERVQUAL is based. The work presents several selected concepts, and consequently the effects of research carried out by various authors through the SERVQUAL method.
  • Full process ZSZ approach in PROCHEM
    The Integrated Management System (IMS) in PROCHEM functions as a coherent system of interrelated processes. In such a system, it is easier to understand the results creation mechanism, enabling the system itself to be optimized, as well as the effects of its operation. Thanks to this, predictable results are achieved more efficiently and effectively. All ZSZ processes are presented using maps and diagrams, using graphical notation, used to model business processes - BPMN 2.0 (Business Process Model and Notation). In the case of PROCHEM, the ADONIS NP platform from BOC is used for this purpose, ensuring professional management of business processes.
  • The CSI method in the individual customer satisfaction survey of property insurance services
    One of the most important tasks in the modern economy, which insurance companies have to make, has been and will be getting knowledge about the client and his preferences. The reason for this is the existing competition on the insurance market and the accompanying changing expectations of buyers. An important issue is customer satisfaction, which is a reflection of the level of satisfying customer needs, which is a key element deciding about the desire to acquire insurance contract. In the absence of customer satisfaction, we are dealing with dissatisfaction and contradiction. Each client has different needs regarding the scope of the insurance contract offered. After fulfilling all the needs, and as a result of the client's expectations, we can talk about satisfaction. Customer satisfaction with the purchase of a property insurance contract depends on the degree of meeting his needs and, as a result, expectations. According to the author - satisfaction in insurance is satisfaction or dissatisfaction, resulting from the difference between the perception of the insurance protection obtained by the client and the expectations regarding this protection after the occurrence of a fortuitous event from the insurance contract. On the other hand, according to N. Hill and J. Alexander, 'satisfaction is a reflection of the extent to which the total product offered by a given enterprise meets the set of customer requirements'. Customer satisfaction can be attributed to all purchased services, including insurance. It depends on the subjective feelings of the individual customer. Subjectivism in the assessment causes that the insurance offer for one client will be assessed highly, and for another client will be assessed low. This is due to the fact that each client based on the information available to him, related to previous experiences or opinions of other people, approaches the service subjectively and imagines it before its implementation.
  • "There is only one way to excellence" - an interview with Prof. Jens J. Dahlgaard
    Professor Jens Dahlgaard - is a respected authority in the field of quality management. His research interests include, among others: strategic quality management, leadership, organizational development, lean management, quality costs, employee engagement, and quality audits. Since 2000, he has been employed at the University of Linköping (in Sweden). As a visiting professor, he taught classes in Japan, Taiwan and China. He has been honored with many awards and distinctions for his work, including the American Association for Quality (ASQ).
  • Documentation in the quality system of the research laboratory
    In order to confirm the creation and functioning of the Quality Management System (QMS), laboratories prepare the documentation for individual processes and operations. The process of documenting the research cycle is carried out over time and involves several stages, starting from the development and approval of documentation, through its verification, authorization and supervision as well as processing and supplementing, as well as its dissemination and distribution, and ending with the storage of documentation and destroying obsolete. Each institution has an internal system for the development, circulation and supervision of documents, most often with the possibility of giving individual documents a multi-level structure of entitlements. The scope of conducted research in laboratory facilities and their specificity of functioning, most often as an auxiliary unit in handling basic processes (activities), causes that the management system is so specific that a Laboratory Quality Management System has been developed. LQMS). The laboratory is a complex system and all aspects must work correctly to achieve the required quality.

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