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Serbian Journal of Management
2015, vol. 10, br. 2, str. 225-234
jezik rada: engleski
vrsta rada: izvorni naučni članak
doi:10.5937/sjm10-8095


Primena alata menadžmenta kvalitetom u strategiji unapređenja kvaliteta logističkih usluga
aKielce University of Technology, Faculty of Civil Engineering and Architecture, Department of Strength of Materials and Concrete Structures, Kielce, Poland
bCzestochowa University of Technology, Institute of Production Engineering, Częstochowa, Poland

e-adresa: a_czajkowska@o2.pl

Projekat

'Improving quality of processes, products and services' BW615/201/07 supported by Polish Ministry of Science and Higher Education

Sažetak

Kombinacija faktora kao što su: adekvatno organizovani logistički proces, izostanak nedostataka, izbegavanje oštećenja pri transportu i transport prema ideji JiT, značajno smanjuju troškove i unapređuju čitav proizvodni proces. Ovaj rad predlaže alat menadžmenta kvalitetom za procenu logističkih usluga, na osnovu rezultata istraživanja, o odabranim istočno evropskim kompanijama. Očekivanja kupca i ostvareni učinak su upoređeni primenom metode 'SERVQUAL', koja obuhvata procenu kvaliteta usluga u pet oblasti kao što su: materijalno stanje, pouzdanost, brzina, kompetencije i empatija. Ovaj istraživački metod omogućava procenu nivoa kvaliteta usluge i identifikaciju oblasti u kompanijama koji zahtevaju korektivne akcije u okviru unapređenja procesa.

Ključne reči

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