The article discusses the content of ISO 10004 standard - Quality management- Customer satisfation - Guidelines for monitoring and measuring. The document was published by International Organization for Standarization in 2012 and has not been translated into Polish yet.
The paper presents the main types of company strategies. The high quality strategy is the most important source of market leadership. A useful tool for choosing the high quality strategy is the SWOT analysis which concerns product quality. The paper shows how to conduct the SWOT analysis of product quality on the example of two TV sets.
The paper presents the basic quality management rules, which are as follows: strategie approach continuous improvement, cli-ent focus, internal commumcation, leadership, involvement of employees, self-assessment, partnership, team work, preven-tion, good for the first time and each next time, quality costs account, process approach system approach to management, factual approach to decision making process, mutually beneficial supplier relationship. These rules concern to all types of quality management systems as: TQM, ISO 9000, HACCP, Ouality Awards systems, EFOM excellence model in business and so on.
The balanced scorecard can be used to the formulation of the complete new managerial structure, where the firm strategy is in the centre of key processes and all management systems. Before, the evaluation of a firm was based on the financial evaluation of results obtained, only, The application of the balanced scorcard permits to the firm its evaluation in the more complex form, because it considers such measures like: financial indicators, customer satisfaction, internal operational processes, knowledge and development, all nominated by the view of related perspectives for company. The discussion of these perspectives, utilized to the practical performance, with demonstration of certain foreign examples, is the context of the presented publication.
Metoda Lean powstała w Japonii, nie bez powodu uznanej za prekursora TQM, Just in Time i wielu innych technik doskonalenia procesów, produktów i metod zarządzania. Jest sprawdzonym instrumentem zarządzania w czołowych firmach świata.
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