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Doskonalenie zarządzania jakością usług

Michalska-Ćwiek J.

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2015

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z. 79

191--204

PL

W artykule przedstawiono istotę usług oraz zagadnienie oceny jakości usług. Zaprezentowano metodę oceny jakości usług Servqual oraz wskazano na możliwość wykorzystania jej do określenia mocnych i słabych stron świadczonych usług. Wyniki oceny jakości usług metodą Servqual powinny wzbogacać proces ciągłego doskonalenia w przedsiębiorstwie. W ramach badań własnych oceniono jakość usług bankowych w wybranym banku województwa śląskiego.

EN

The article presents the nature of services and the issue of evaluation the quality of services. It has been presented the method of evaluation the quality service – SERVQUAL and pointed the possibility of using it for identification the strengths and weaknesses of the provided services. The results of the assessment the service quality using SERVQUAL should enrich the process of continuous improvement in the company. During own research the quality of banking services in the selected Silesian bank has been assessed.

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Evaluation of hydrogen degradation of high-strength weldable steels

Ćwiek J., Michalska-Ćwiek J.

Journal of Achievements in Materials and Manufacturing Engineering

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2010

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Vol. 42, nr 1-2

103-110

EN

Purpose: of this paper is evaluation of susceptibility of a high-strength steel and welded joints to hydrogen degradation and establishing of applicable mechanism of their hydrogen embrittlement and hydrogen delayed cracking. Design/methodology/approach: High-strength quenched and tempered steel grade S690Q and its welded joints have been used. Susceptibility to hydrogen embrittlement of steel and welded joints has been evaluated using monotonically increasing load. Slow strain rate test (SSRT) was carried out in hydrogen generating environment, i.e. artificial sea water under cathodic polarization. Susceptibility to hydrogen delayed cracking has been evaluated under constant load in artificial sea water under cathodic polarization. Fractographic examinations with the use of scanning electron microscope (SEM) were performed to establish suitable mechanism of hydrogen-enhanced cracking. Findings: Tested high-strength steels and its welded joints are susceptible to hydrogen embrittlement when evaluated with the use of SSRT. The loss of plasticity is higher for welded joints then for the base metal. Tested steels and welded joints reveal high resistance to hydrogen degradation under constant load. Research limitations/implications: Further research should be taken to reveal the exact mechanism of crack initiation. Practical implications: Tested steel and its welded joints could be safely utilized in marine constructions under cathodic protection provided that overprotection does not take place. Tested steel could be safely utilized within elastic range of stress in hydrogen generating environments. Originality/value: Hydrogen-enhanced localized plasticity (HELP) model is more applicable mechanism of hydrogen degradation for tested steel and its welded joints under monotonically increasing load in seawater environment. Under the critical load and hydrogen concentration notched samples premature failed and hydrogen-enhanced localised plasticity (HELP) model is a viable degradation mechanism.

3

The quality management system in education - implementation and certification

Michalska-Ćwiek J.

Journal of Achievements in Materials and Manufacturing Engineering

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2009

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Vol. 37, nr 2

743-750

EN

Purpose: The purpose of the study is to help the universities in implementing the Quality Management System (QMS). Design/methodology/approach: This paper presents detailed description of the process of implementation quality management system according to ISO 9001: 2008 standard, which has the significant influence on improving the quality of education. The various factors, which decide on the quality of the university have been desribed. The basis of the quality management system according to ISO 9001:2008 standard, which is the processes oriented were also presented. Findings: The own research gives the consciousness about all elements related to the quality and which have crucial impact on the quality management system in education. It can be stated that quality in educational process is understood as the agreement with settled requirements or the degree of the fulfilment of customers requirements or other interested parties, or also the degree of the fulfilment of the assessment criteria (e.g. to didactic tools, lecturers, the results of teaching, needs, satisfaction etc.). Research limitations/implications: An interesting area of further research would be improvement activities taken at universities after certification quality management system. Practical implications: Findings from the paper and research are the clue that the quality management system, which became implemented, documented and is certified, assures the supervision over the whole university and makes possible the efficient management, monitoring and improvement of all processes and elements. Originality/value: The paper provides methodology for all universities who wish to implement the quality management system. Also the guidelines presented in the paper might be helpful for universities considering certification quality management system.

4

Enterprise’s evaluation according to the Polish Quality Award’s criteria

Michalska-Ćwiek J.

Journal of Achievements in Materials and Manufacturing Engineering

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2009

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Vol. 36, nr 2

199-206

EN

Purpose: The purpose of the study is to describe the activities in the self-evaluation process of the investigated firm on the example of The Polish Quality Award model. Design/methodology/approach: This study presents a case study of selected Polish organization that was evaluated according to The Polish Quality Award’s criterions. The firm was selected in order to clarify how this evaluation process could be used to improve organisational performance. Findings: The own researches proved that The Polish Quality Award Model is the efficient tool for a self-assessment, and also the example of excellence to which organization should aim. By using such a model organization can check on which stage in the way to excellence it is, model makes possible identification of areas needing improvement, rates existing initiatives: removes double activities and identifies failures. Own researches allowed to direct activities to liquidation the weak sides and threats and allowed to improve system. Research limitations/implications: An interesting area of further research would be a comparison of different organizations with one another for performance improvement. Practical implications: Findings from the case study is the importance of the self-assessment process for all the organisations. After each evaluation it is necessary to undertake the improvement projects resulting from the evaluations. Originality/value: The paper provides methodology for all who wish to measure achievements and strengths and also identify improvement opportunities in the performance. Also the guidelines presented in the paper might be helpful for organisations considering a participation in a quality award process.