Problemy Jakości (Quality Problems) 2020/06
Category: Problemy Jakości
Published: Friday, 03 July 2020 09:38
Written by Editor
- Review of selected methods of measuring the quality of services
The purpose of the article is to present selected methods for measuring the quality of services. The object of research are quality measurement methods dedicated to service enterprises. To achieve the assumed research goal, a critical analysis of the literature on the subject in the field of quality management, marketing and service geography as well as analysis of selected magazines was used. The article consists of four main parts. The first presents the understanding and meaning of the term 'quality of services'. The second part contains a summary of selected methods for measuring the quality of services, and the third presents the applications of these methods. The fourth part concerns improving the quality of services. The summary of the article are the conclusions of the analyzes.
- How to build solid foundations - about the role of quality in the TPM implementation process
Imagine a production company with a traditional organizational model. At the summit, there is a director who manages the production, maintenance, quality, health and safety, human resources, finance and several other departments. Sweat production produces countless amounts of products, maintenance ensures that the machine park works flawlessly, and the training department cares about employee competences. What does the quality department do? Thread. He only cares that customer complaints are properly described. I can see my imagination in many wrinkled foreheads. How does this quality department do nothing? And who analyzes millions of samples per year? Who makes difficult decisions to release a product? Who fights the costs of lack of quality? The above described company is a metaphor illustrating the way many companies work during optimization activities. I write this from the perspective of a Lean Management Consultant who has the opportunity and pleasure to work with many organizations - large and small, advanced and beginner. And what constantly puzzles me is the huge commitment of quality departments in ISO management systems, audits, control of process and final parameters, supervision of documentation and many, many other activities, and still too little involvement in lean management methods, such as TPM ( Total Productive Maintenance), SMED (Single Minute Exchange of Die) or problem solving. And it does not result from bad will, but from the adopted scheme of the enterprise's operation as well as cooperation and communication between departments. This article is the beginning of a cycle in which I want to show you how to use the potential of quality departments in the process of implementing TPM, how to use the knowledge hidden in "quality specialists" and to highlight areas in which they can demonstrate even more. What is the quality of TPM? Let's start with what TPM is.
- From foreign press
The latest issue of the bimonthly "ISO Focus" was devoted to issues related to the development of cities and communities, including topics such as "sustainable cities", "smart cities" and "cities of the future". The justification for choosing this subject was presented in the article "Building a sustainable world one city at a time". Annika Andreasen, head of the Swedish Institute for Standardization, reminded in it that currently more than 50% of all Earth's inhabitants live in cities, and it is also expected that in 2050 this rate will exceed 70%. Cities offer better life opportunities, including jobs, than other places.
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