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Title:KAKOVOST KOT KLJUČ DO UČINKOVITEGA IN USPEŠNEGA PODJETJA
Authors:Lupše, Aleš (Author)
Uršič, Duško (Mentor) More about this mentor... New window
Files:.pdf VS_Lupse_Ales_2013.pdf (320,01 KB)
 
Language:Slovenian
Work type:Undergraduate thesis (m5)
Typology:2.11 - Undergraduate Thesis
Organization:EPF - Faculty of Business and Economics
Abstract:V diplomskem delu obravnavamo problematiko zagotavljanja kakovosti v poslovnem procesu. V teoretičnem delu predstavljamo model celovitega obvladovanja kakovosti – TQM in model poslovne odličnosti EFQM. Predstavimo tudi področje odnosov s kupci – CMR. Teorija je nujno potrebna za razumevanje kakovosti in odločitev podjetja, katera orodja in tehnike bo izbralo za svojo čim boljšo učinkovitost ter uspešnost na trgu. V drugem, empiričnem delu smo z raziskavo, ki smo jo opravili s pomočjo anketnega vprašalnika v srednje velikem podjetju, ugotavljali, kako naši kupci opredeljujejo kakovost, in ugotavljali tudi njihovo zadovoljstvo. Z anketo smo želeli pripomoči k oblikovanju izhodišč podjetja za naslednje leto.
Keywords:kakovost, celovito obvladovanje kakovosti – TQM, model poslovne odličnosti EFQM, odnosi s kupci, zadovoljstvo
Year of publishing:2013
Publisher:[A. Lupše]
Source:Podčetrtek
UDC:005.6
COBISS_ID:11470876 Link is opened in a new window
NUK URN:URN:SI:UM:DK:UZEXDIGF
Views:765
Downloads:97
Metadata:XML RDF-CHPDL DC-XML DC-RDF
Categories:EPF
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Secondary language

Language:English
Title:QUALITY AS THE KEY TO AN EFFECTIVE AND SUCCESSFUL BUSINESS
Abstract:The thesis addresses issues of quality assurance in the business process. In the theoretical part we are introducing a model of Total Quality Management - TQM and European Foundation for Quality Management Model - EFQM. We describe also the field of Customer Relationship Management - CRM. The theory is necessary for understanding the quality and the company's decision what tools and techniques will be chosen for its optimal efficiency and performance in the market. In the second (empirical) part of thesis we carried out a questionnaire to determine how our customers define quality and to determine their satisfaction. With the survey we wanted to contribute to the formulation of the starting-point for the company for next year.
Keywords:Quality, Total Quality Management – TQM, European Foundation for Quality Management EFQM, Customer Relationship Management – CRM, Satisfaction


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