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EN
The development of enterprises in the globalised world depends on their development potential and ability to compete with other entities. Of key importance in the field of competitiveness is access to innovative technologies providing a competitive advantage and the ability to cooperate in their acquisition with other entities, e.g. in clusters. The authors attempted to identify the sources of technology and financing options used by companies in the metal processing industry. The studied entities are part of a cluster of national importance, and the adopted research method is based on an interview questionnaire. Studies have shown that most companies buy ready-made solutions and to a lesser extent cooperate in acquiring technology. Noticeable is also a relatively large share of financing investments in new technologies from public funds.
EN
According to the Theory of Constraints by Goldratt system bottlenecks are key to improving productivity and profitability of the entire production system. An important issue in the practical application of this theory is to identify bottlenecks in the system. The aim of this paper is to develop practical steps to identify bottlenecks in the production system characterised by a homogeneous flow. The paper includes a case study which shows six steps that allowing to specify not only the first bottleneck of the system but to develop a comprehensive plan for removing bottlenecks.
EN
This study aimed to explore the potential impact of the Lean Manufacturing methodology on the implementation and functioning of the BRC Standard for Packaging. The study highlighted many issues where the Lean Manufacturing concept supports and opposes the BRC Standard for Packaging. A framework for the coexistence of both approaches was determined. The study was of a conceptual nature; it adopted an analytical approach. The approach was based on in-depth consideration of each requirement in the BRC Standard for Packaging s and an assessment of the coherence with the Lean Manufacturing methodology. As a result, many conclusions, clues and challenges were found. The article indicates several areas, in which Lean Manufacturing supports the BRC Standard for Packaging, attributing a special positive role to Lean Tools & Techniques. Also, it indicates six areas, in which the BRC Standard for Packaging contradicts the Lean Manufacturing approach. A comprehensive analysis of the coexistence of both management systems allows a better understanding of challenges while implementing both of them in an organisation. The presented concept of the coexistence of both systems is valuable for management.
4
EN
Right now Lean Management is a pretty well known in manufacturing companies. But its application in the service industry reveals many doubts and gaps in knowledge. The aim of this study is the identification of the necessary adaptations of Lean principles when they are implemented in a service organization. The study is a conceptual work. The major findings of the study are the necessary adaptations when Lean principles are implemented in services: (1) the inclusion of the direct presence of the customer in the value stream, (2) the identification and elimination of waste on the customer’s side, (3) the Lean philosophy must coexist with the service-oriented organizational culture, and (4) standardisation needs to be more flexible and focused on organizational knowledge increase.
PL
Obecnie Lean Management jest dobrze znany w firmach produkcyjnych, ale jego zastosowanie w sektorze usług ujawnia wiele wątpliwości i braków w sferze aplikacyjnej. Celem niniejszego opracowania jest identyfikacja niezbędnych dostosowań zasad Lean, gdy są one wdrażane w organizacji usługowej. Studium ma charakter pracy koncepcyjnej. Jego główne ustalenia wiążą się z niezbędnymi adaptacjami zasad Lean do realiów w usługach: (1) włączenie bezpośredniej obecności klienta do badania strumienia wartości, (2) identyfikację i eliminację marnotrawstwa po stronie klienta, (3) filozofia Lean musi współistnieć z kulturą organizacyjną zorientowaną na usługi oraz (4) standaryzacja musi być bardziej elastyczna i koncentrować się na zwiększaniu wiedzy organizacyjnej.
EN
The object of this study is the system of amoebas founded originally in Japanese Kyocera. The study aims to identify milestones of the transformation in a company organisational system to the Amoeba Management System (AMS). The study takes a conceptual research approach. It starts from the analysis of available sources on the AMS, identifies the most challenging points of this system, and afterwards, based on organisational change literature, formulates the main steps of transformation towards AMS. The following milestones of AMS implementation emerge from organisational change theories: (1) the preparation for AMS, (2) the change of organisational structure, (3) the design and introduction of a new accounting system, (4) the introduction of inner prices between amoebas, and (5) the transformation of the organisational culture. At the end of the study, the most important issues for future research are listed.
EN
The aim of the study is an assessment of the Amoeba Management System (AMS) introduction advancements in some European companies. The study takes the practically focused research approach. The approaches, achievements and phases whilst introducing the AMS principles by companies are observed and critically assessed. First insight into the challenges of AMS introduction is taken basing on critical study of the literature output. The scientific studies and managerial publications are taken into consideration. The empirical part of the study is based on the qualitative approach. A multiple case study methodology is employed. The research objects are three companies, one of them operates in Sweden, the next two in Poland. Each of them have different experiences in AMS implementation, they also manifest different management styles and habits. The study demonstrates that AMS is a very prospective management methodology which can support companies in employees commitment during their journey towards operational excellence. The analysis results show different motivations for AMS introduction as well as different development paths, these are harmonized with different management styles in companies and culture occurring in countries. The study is particularly valuable because this is one of the first empirical investigations of AMS implementation in European companies. In the field of theory the study proposes the four level scale for amoebas system maturity. This scale allows to classify companies following AMS principles and, at the same time, this scale is also the kind of path of AMS implementation. The study points out basic tools for companies which support AMS implementation. These tools are already known in management literature, but experience of investigated companies shows that they are fundamental for successful AMS implementation.
7
Content available remote Rola strategii masowej indywidualizacji w budowaniu lojalności klientów
EN
In this paper the mass customization strategy is presented as a kind of strategy of individualization of an offer for customers in the context of building customers' loyalty. It also presents an extended description of motives which incline consumers to loyalty attitudes and behaviours. The concept of loyalty motives was used to reveal the actions of mass customization strategy.
8
Content available remote Luki w procesie kształtowania jakości usług edukacyjnych jednostki akademickiej
PL
Przedmiotem artykułu jest identyfikacja oraz analiza luk jakości w typowej jednostce akademickiej świadczącej usługi edukacyjne. Dla trafnego zdiagnozowania luk przeprowadzono analizę dorobku literatury w zakresie luk jakości oraz w zakresie jakości usług szkolnictwa wyższego. Zidentyfikowano jedenaście luk jakości, jest to jedenaście miejsc, gdzie następuje utrata jakości rozumianej jako różnica pomiędzy oczekiwaniami klientów a ich realizacją. Usługi edukacyjne szkolnictwa wyższego charakteryzują się dużą trudnością w określeniu oczekiwań klientów, ale pomimo to podejście do zarządzania jakością na zasadzie luk jakości okazuje się ciekawe i może ono służyć pomocą w zarządzaniu uczelnią.
EN
This paper aims to the quality gaps identification and analyses in the field of higher education services. For better results the careful literature outcome review was conducted regarding the quality gaps and high education services quality. The eleven quality gaps were identified. These are the eleven points where the service quality is lost; the service quality defined as the gap between customers' expectations and performance. There is the difficult in customers' expectations identification and interpretation, but still the approach basing on quality gaps appears as interesting, and potentially useful in management of a university.
EN
The author presents the results of his survey (involving a sample of 230 businesses) of the level of awareness and practical application of various methods of service quality measurements. They are then used to draw some conclusions about the usefulness of those methods.
EN
The article reviews the commonly adopted definitions of service quality. His analysis shows that service quality is construed in so many ways that arriving at an "ultimate" definition seems a mission impossible. The author presents a map of various meanings of service quality with the intention to offer a guideline to practitioners in grasping the various aspects of the notion.
PL
W artykule omówiono przewiercanie pokładu węgla brunatnego w BOT KWB "BEŁCHATÓW" S.A. świdrem nowej generacji z obrotowymi nożami stycznymi. Podano wydajności przewiercania warstw węgla brunatnego oraz omówiono wyniki w porównaniu do uzyskiwanych dotychczas rezultatów wiercenia świdrem trójgryzowym uzębionym tej samej średnicy. Wykazano, że świder nowej generacji jest rozwiązaniem alternatywnym do powszechnie stosowanego świdra trójgryzowego o zębach frezowanych.
EN
In the paper are discussed drilling layers lignite deposit in BOT KWB "Bełchatów" S.A. of the new generation of the head with rotary tangens bit. In the paper have been given an efficiencies of drilling layers lignit. These test results have been compared with results drilling with rolling three-cone hit looks like the same diameter. Finally were pointed that new generation rotary bit is alternative solution to universal used roller three-cone bit.
PL
W artykule przedstawiono świdry (koronki) nowej generacji z wymiennymi obrotowymi nożami stycznymi do wiercenia i rozwiercania otworów w złożach o średniej zwięzłości, a także do wiercenia horyzontalnego i powrotnego. Przedstawiono rozwiązania poglądowe i konstrukcyjne świdrów do wiercenia otworów strzałowych i rozluźniających w górnictwie odkrywkowym i podziemnym o zakresie średnic od phi 105 do 216 mm oraz do wiercenia i rozwiercania otworów hydrologicznych, a także geologiczno-poszukiwawczych o zakresie średnic phi 250--670 mm.
EN
In the paper are presented drills (heads) of new generation with replacable rotary tangential bits for drilling and reaming holes in formations of medium cohesiveness usable also for horizontal and return drilling. There are presented illustrative and design solutions of drills for blasting and relaxing holes drilled in open-cast and underground mining of diametres range phi 105--216 mm and for drilling and reaming hydrogeological as well as geological - exploratory holes of diametres between phi 250 mm and phi 670 mm.
PL
W artykule przedstawiono rozwiązania konstrukcyjne nowej generacji świdrów z obrotowym, wymiennymi, samoostrzącymi się nożami stycznymi, do wierceń hydrogeologicznych w utworach czwarto- i trzeciorzędowych. Omówiono proces pilotażowego wiercenia w tych utworach na złożu KWB "Bełchatów", świdrami nowej generacji o średnicy 216 mm, 311 mm i 444 mm ze stycznymi nożami obrotowymi opracowanymi w Akademii Górniczo-Hutniczej, jako alternatywnie lżejszymi i dużo tańszymi narzędziami wiertniczymi w porównaniu do stosowanych powszechnie świdrów gryzowych.
EN
Design solutions of the new generation drills with rotary tangent replacement and self-sharpening bits which are used in hydrological drillings in Quaternary and Tertiary formations are presented. The process of the test drilling such formations in the deposit of KWB "Bełchatów" using new generation heads of 216 mm, 311 mm and 444 mm diameter with rotary tangential bits. These heads developed in the Akademia Górniczo-Hutnicza (University of Mining and Metallurgy) are more lightweight and much cheaper compared with commonly used saw-tooth bits.
PL
Autorzy artykułu prezentują uwarunkowania, jakie wiążą się ze skutecznym wykorzystaniem programów lojalności w utrzymaniu klientów. Oprócz określenia pojęcia programu lojalności, autorzy wskazują znaczenie rodzaju nagród w programach schematów, według których naliczane są punkty wydatków klientów, bliskości kontaktu klient - firma. Uwzględniono także specyfikę programów lojalności w różnych sektorach gospodarki.
EN
The authors present conditionality of effective utilization loyalty programmes in maintenance and winning loyal customers. Except qualification what is the meaning of a loyalty programme, the authors show the role of rewards in programmes and role of reward schedules. The role of customers' spending and closeness between customer and company are examined. The specific of loyalty programmes was taken under attention in different sectors of economy also.
EN
The article presents results of research involving 97 food-processing companies of the Podlasie region. The research objective was to identify the reasons and advantages of implementing the ISO 9001-based quality management system. The results confirm that the system is beneficial to company development. It is a good instrument for building a competitive advantage of the companies using it.
PL
Rachunek kosztów działań ma zastosowanie przy kalkulacji rzeczywistego kosztu jednostkowego wyrobów, a także przy prowadzeniu rachunku kosztów jakości.
EN
The activity costs calculation has proper application in real costs calculation of products. The correct performance ABC - Activity Based Costing presents better effectivity and transparency with more understable effects. Every enterprise uses resources, which are linked to the corresponding costs. Among them are: employees, materials, machinery, energy, etc. Therefore is important to find detailed resource for so called cost drivers, activity drivers, measures drivers, and so on. Process approach in the ABC-methodology gives the possibility of other analysis, based on different criteria, applied to effectiveness of company. This way it demonstrates new consideration in comparison to the traditional performance. It is described in the presented article.
17
Content available remote Wykorzystanie rachunku kosztów jakości w zarządzaniu jakościa
PL
W artykule przedstawiono problem znaczenia kosztów jakości w zarządzaniu jakością. Omówiono zawarte w literaturze przedmiotu ujęcie ewidencji i analizy kosztów jakości oraz przedstawiono zalecane w normach jakości ISO 9004 podejście do problemu efektywności systemu zapewnienia jakości na podstawie kosztów jakości, kosztów procesu oraz strat jakości. Zasadniczą część pracy stanowi analiza wyników badań uzyskanych na podstawie ankiet skierowanych do białostockich przedsiębiorstw, posiadających wdrożony system zapewnienia jakości według norm serii ISO 9000, potwierdzony certyfikatem. Stwierdzono, że ewidencja kosztów jakości istnieje w nielicznych przedsiębiorstwach prowadzących działalność produkcyjną i realizujących sprzedaż produktów na rynki o nasilonej konkurencji. Przedsiębiorstwa wdrażające system zapewnienia jakości widzą głównie korzyści w zwiększeniu prestiżu, natomiast nie biorą pod uwagę efektywności funkcjonującego systemu.
EN
The abstract presents some problems regarding the meaning of costs of quality (COQ) in the quality management, It points to the approaches of getting, presenting and analysing the elements of quality costs that are presented in literature and in ISO 9000 norms (quality-cost approach, process-cost approach and quality-less approach). The main part of paper presents the results of practical examinations that took place in most firms in Bialystok which have quality management system confirmed with ISO 9000 certificate. It has been found that the evidence of quality cost took place in a very few of analysed organisations. This problem is noticed in the bigger firms selling their products outside the local market mostly In most of examined firms quality management system is treated as a tool to achieve more prestige an opportunity to get new customers.
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