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Superstructure of ISO/TS 16949 for the measurement of material-technological parameters of the products in automotive production

Seňová Andrea, Štofová Lenka, Szaryszová Petra, Dugas Jaroslav

Management Systems in Production Engineering

2021

nr 3 (29)

178--183

The paper is aimed at measuring innovation and qualification of technological operations in automotive production within the quality management system. Quality requirements according to ISO/TS 16949 promote a process approach for the design and development, production, installation and servicing of automotive products, which can result in increased quality, reduced variation and increase of efficiency. The solution focuses on the process of approval of parts in series production (Production Part Approval Process – PPAP). The PPAP purpose is to determine whether an organization properly understood all customer requirements listed in the specifications and records of the technical design of the product. PPAP further verifies that the process has the potential to produce a product in series production so that customer requirements will be met, in actual production volume and at the agreed rate of production. Specifically, a toothed winch of hydroelectric generator is solved by the case study.

Customer satisfaction analysis for assembly services

Czerwińska Karolina, Pacana Andrzej

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2020

z. 143

35--46

Purpose: The aim of the study was to analyze and determine the level of satisfaction of individual customers in the field of transport and installation of wooden doors. Design/methodology/approach: The assessment was carried out using the Servqual method within the five dimensions of providing a comprehensive service in terms of materiality, reliability, responsiveness to customer expectations, expertise and empathy. The survey was conducted on the basis of questionnaires, interviews with customers who used the service and observations. Findings: On the basis of the research, it was found that the quality level of provided transport and assembly services is at a good level. In the opinion of customers, the assessment of the quality of services provided was over 4.3. Research limitations/implications: In order to improve and enhance the level of customer satisfaction, remedial actions were proposed - additional training for transport and assembly groups. Practical implications: Future research carried out in the analyzed company will allow to checking the impact of implemented countermeasures on the level of customer satisfaction. The methodology presented should be applied in companies that care about the quality of services offered. The limitations that may occur are related to the possible reluctance of customers to express an opinion on the service provided. Originality/value: The research is a useful study indicating the possibility of implication of the Servqual method in service enterprises wanting to check the level of customer satisfaction.