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1

Application of the CSI method to test consumer satisfaction: a case study of petrol stations

Dudziak Agnieszka, Stoma Monika, Zając Grzegorz

Zeszyty Naukowe. Transport / Politechnika Śląska

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2022

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z. 116

113--124

EN

Conducting research on the quality of service and customer satisfaction is currently necessary for the proper and effective functioning of any organization. One of the organizations that have changed in recent years is petrol stations. In this paper, the Customer Satisfaction Index (CSI) is used to measure the quality of services and customer satisfaction. This research was carried out with the use of a proprietary questionnaire in which the respondents assessed the level of service at petrol stations. The obtained results allowed identifying the most important areas for the customers of petrol stations. In addition, the developed quality map indicated areas that should be given special attention, improved and those that are least important to customers. The conducted analyzes indicate that the CSI method used in this study is a tool that enables the assessment of customer satisfaction in a complex organization such as a petrol station.

2

Instruments used to improve the betterment of products quality

Hajduk-Stelmachowicz Marzena, Bełch Paulina, Siwiec Dominika, Bednárová Lucia, Pacana Andrzej

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2022

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z. 157

151--171

EN

Purpose: The main goal of the research was to determine the spectrum of instruments supporting management processes that are used to improve the quality of products in terms of sustainable development. We analyzed the degree of their use in the practical functioning of the surveyed enterprises. In addition, the aim of the research was to determine the scope of application of the indicated instruments or the possibility of their use in the decision-making process relating to the improvement of the broadly understood quality of products. Design/methodology/approach: The research method applied are: 1) standardized survey research making based on a survey conducted in contact and remote way conducted in 78 enterprises in south-eastern Poland; 2) analysis of the source documentation and in-depth interviews. It is a component of broader research. Findings: The following methods were used in decision-making processes with varying frequency: the Delphi method by 58% of respondents, Tree of Failure Analysis (by 52%), Event Tree Analysis (by 44%), and the QFD method (by 41% respondents). The surveyed companies that have implemented a vapour management system based on ISO standards tend to use 5 methods out of 25 cited in this study (these are a survey, brainstorming, 5Why and/or 5W2H, benchmarking, and the Delphi method). As a result of using mainly the above mentioned methods in decision-making processes, 74% (out of all) of the respondents indicated an increase in the quality level of products, and 39% of respondents indicated the enhancement of the pro-ecological impact of products on the natural environment. Research limitations/implications: Most of the analysed enterprises from SMEs are tried integrating qualitative-environmental actions as part of improving the quality of products. This approach is crucial when improving the quality of products in SMEs. Practical implications: It is necessary to develop a multidimensional modl enabling the optimization of decision-making processes with the possibility of making full use of the available instruments for improving the quality of the product in such a way as to meet the rapidly changing requirements of stakeholders. Originality/value: The article has cognitive value for development of knowledge, science, quality, and environmental in the area of management of products.

3

Determinants of making decisions in improving the quality of products

Siwiec Dominika, Bełch Paulina, Hajduk-Stelmachowicz Marzena, Pacana Andrzej, Bednárová Lucia

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2022

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z. 157

497--507

EN

Purpose: The basic purpose of research was to determine the causes of making the decision that manufacturers on their way to improve the quality of their products. Design/methodology/approach: The research method applied in article is mainly standardized survey research making based on survey conducted in contact and remote way conducted in 78 enterprises in south-eastern Poland. The research process also accompanied analysis of thesource documentation. Findings: It was concluded that decision during improving quality of the product were making mainly in simultaneously with considering customers' requirements of the customers about the quality of the products and the impact of products on the natural environment. Research limitations/implications: Most of the verified enterprises from SMEs are tried integrating qualitative-environmental actions as part of improving the quality of products. This is a favorable condition for further research, so that it is possible to adjust the quality and environmental approach when improving the quality of products in SMEs. Practical implications: Discussion of the results of research have a series of practical implications mainly for product management staff. Especially in organizations that designed new products or also in significant modification of these products. Social implications: Building awareness improves not only quality of products, but also simultaneously in line with sustainable development, including in improving environmental aspects. Originality/value: The article has cognitive value for development of knowledge, science, quality, and environmental in the area of management of products.

4

Korzyści i bariery wdrażania jakości 4.0 w polskich przedsiębiorstwach – badania wstępne

Wawak Sławomir

Problemy Jakości

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2022

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R. 54, nr 5

2--10

PL

Cel: Wraz z rozpowszechnianiem koncepcji Przemysłu 4.0 coraz lepiej widoczne jest niedostosowanie tradycyjnych metod i narzędzi zarządzania jakością. Celem prezentowanych w artykule badań wstępnych była identyfikacja postrzeganego poziomu gotowości do wprowadzania koncepcji jakości 4.0, a także korzyści oraz barier, z którymi przedsiębiorstwa spodziewają się spotkać w wyniku realizacji projektów zmian. Projekt badania/metodyka badawcza/koncepcja: Artykuł został oparty na przeglądzie literatury. W badaniach posłużono się udostępnionym w internecie kwestionariuszem ankiety skierowanym do przedstawicieli polskich przedsiębiorstw (CAWI). Uzyskano i poddano analizie 101 kompletnych odpowiedzi. Wyniki/wnioski: Uzyskane wyniki pozwoliły na wskazanie deklarowanych poziomów gotowości przedsiębiorstw różnej wielkości do wdrażania koncepcji jakości 4.0, a także na identyfikację postrzeganych korzyści i barier. Ograniczenia: Przeprowadzone badania mają charakter wstępny. Ograniczeniem jest liczba respondentów. Ograniczona długość kwestionariusza nie pozwoliła na wykrycie wszystkich zależności. Zostanie to rozwiązane w badaniach pogłębionych. Zastosowanie praktyczne: Wyniki badań pozwalają wskazać, jakie wyzwania stoją przed przedsiębiorstwami w odniesieniu do wdrażania koncepcji jakości 4.0, a także jakiego rodzaju wsparcie ze strony biznesu oraz naukowców jest potrzebne. Może to stanowić podstawę dla opracowania nowych programów badawczych i wdrożeniowych. Oryginalność/wartość poznawcza: Jakość 4.0 jest pojęciem, które zostało stworzone ok. 2017 r. Badania w tym zakresie są na wczesnym etapie. Ocena gotowości polskich przedsiębiorstw została oparta na nowym modelu, który dotychczas został wykorzystany tylko w jednym kraju.

EN

Purpose: Along with the spread of the Industry 4.0 concept, the maladjustment of traditional quality management tools is becoming increasingly visible. The purpose of the preliminary research presented in the article was to identify the perceived level of readiness to implement the concept of quality 4.0, as well as the benefits and barriers that companies expect to meet during implementing change projects. Design/methodology/approach: The article is based on a literature review. The research used a questionnaire made available on the Internet. It was addressed to representatives of Polish enterprises (CAWI approach). 101 complete responses were obtained and analyzed. Findings/conclusions: The obtained results made it possible to indicate the declared levels of readiness of enterprises of various sizes to implement the concept of quality 4.0, as well as to identify perceived benefits and barriers. Research limitations: The conducted research is of a preliminary nature. The limitation is the number of respondents. The limited length of the questionnaire did not allow the detection of all dependencies. This will be solved in in-depth research. Practical implications: The research results allow to indicate what challenges are faced by enterprises in relation to the implementation of the concept of quality 4.0, as well as what kind of support from business and scientists is needed. This can be the basis for the development of new research and implementation programs. Originality/value: Quality 4.0 is a concept that was created around 2017. Research in this area is at an early stage. The assessment of the readiness of Polish enterprises was based on a new model that has so far been used only in one country.

5

Jakość obsługi klienta na stacjach paliw w aspekcie teoretycznym i praktycznym

Stoma Monika, Dudziak Agnieszka

Problemy Jakości

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2022

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R. 54, nr 4

25--31

PL

Cel: Celem niniejszego artykułu było przedstawienie znaczenia problematyki obsługi klientów korzystających ze stacji paliw. Tego typu obiekty nie są jedynie punktami zajmującymi się sprzedażą paliwa. Obecnie ich działalność rozwinęła się na tyle, że dostępność różnorodnych usług przez nie realizowanych jest bardzo bogata i zróżnicowana. Stąd też potrzeba weryfikowania jakości usług, szczególnie w kontekście obsługi tam świadczonej i zadowolenia konsumentów. Projekt badania/metodyka badawcza/koncepcja: Badania zostały przeprowadzone z wykorzystaniem autorskiego kwestionariusza ankiety, który skierowany był do osób korzystających ze stacji paliw. Wyniki/wnioski: Przeprowadzone badania ankietowe umożliwiły ocenę stopnia zadowolenia z obsługi oraz wskazanie najbardziej frustrujących czynników podczas tego procesu w opinii respondentów stacji paliw. Z przeprowadzonych badań wynika jednoznacznie, że problem jest ważny, a konsumenci, wybierając konkretną stację paliw, kierują się wieloma różnymi czynnikami. Do jednych z ważniejszych zaliczyć należy jakość obsługi klienta. Ograniczenia: Przeprowadzone badania odnosiły się do klientów stacji paliw z obszaru Polski południowo-wschodniej, z uwagi na ograniczone możliwości rozpowszechniania kwestionariusza ankiet. Autorzy zamierzają jednak, w następnych etapach badawczych, rozszerzyć zakres badań do respondentów pochodzących z innych regionów Polski. Zastosowanie praktyczne: Badania jakości usług oferowanych przez stacje paliw są istotnym zagadnieniem ze względu na stale poszerzaną ofertę usług świadczonych przez te obiekty, a także rosnące wymagania klientów. Stąd też wyniki uzyskane z badań mogą znaleźć zastosowanie w doskonaleniu strategii działań implementowanych przez stacje paliw. Oryginalność/wartość poznawcza: Z przeglądu literatury związanej z podjętym tematem badawczym wynika, że istnieje ograniczona ilość danych dotyczących tej problematyki. Stąd też uzyskane wyniki badań ankietowych uzupełniają wiedzę poznawczą z zakresu analizy i oceny satysfakcji klientów stacji paliw ze świadczonych przez nie usług.

EN

Purpose: The purpose of this article was to present the importance of the issues of servicing customers using petrol stations. These types of facilities are not only points that sell fuel. Currently, their activities have developed so much that the availability of various services provided by them is very rich and varied. Hence the need to verify the quality of services, especially in the context of the service provided there and consumer satisfaction. Design/methodology/approach: The research was conducted with the use of a proprietary questionnaire, which was addressed to people using petrol stations. Findings/conclusions: The conducted questionnaire survey made it possible to assess the level of satisfaction with the service and to identify the most frustrating factors during this process, in the opinion of the respondents of the petrol stations. The conducted research shows unequivocally that the problem is important and that when choosing a particular petrol station, consumers are guided by many different factors. One of the most important ones is the quality of customer service. Research limitations: The conducted research related to the customers of petrol station from south-eastern Poland, due to the limited possibilities of disseminating the questionnaire. The authors intend, however, in the next research stages, to extend the scope of the research to respondents from other regions of Poland. Practical implications: Research on the quality of services offered by petrol stations is an important issue due to the constantly expanded offer of services provided by these facilities, as well as the growing requirements of customers. Hence, the results obtained from the research can be used to improve the strategy of actions implemented by petrol stations. Originality/value: A review of the literature related to the research topic undertaken shows that there is a limited amount of data in this area. Hence, the obtained results of the questionnaire surveys supplement the cognitive knowledge in the field of analysis and assessment of the satisfaction of petrol station customers with the services provided by them.

6

The relationship between EFQM recognition System and management maturity

Pimentel Luis, Rogala Piotr

Management and Production Engineering Review

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2022

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Vol. 13, No. 2

81--91

EN

The EFQM recognition system is an acknowledged method of assessing business excellence understood as the degree of implementation of quality management in an organization. The paper aims to examine whether a high rating under the EFQM recognition system simultaneously means a high general management maturity level. The investigation covers the 35 organizations that won EFQM awards in Portugal. The study is based on points awarded to organizations under the EFQM recognition system and on questionnaires/interviews with managers responsible for quality management in the studied organizations. The results indicate a positive and robust correlation between the quality management implementation (rating under the EFQM recognition system) and general management maturity. The study helps to close the gap in the literature regarding the relationship between quality management and management maturity in an organization.

7

An empirical examination of the relationship between capability maturity and firm performance across manufacturing and IT industries

Hayes Louise, Lu Jing, Rezania Davar

Management and Production Engineering Review

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2022

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Vol. 13, No. 2

61--70

EN

We investigate the effect on firm performance of the motivation for applying maturity models in manufacturing and information technology organizations. We expect the association between profitability and maturity models to be less if motivated by external contract requirements (e.g., for certain government contracts), than if motivated internally to improve pro- cesses. Using a sample of firm-year observations for 1,105 SEC registrants in the manufacturing (Standard Industry Classification (SIC): 3600∼3812) and IT industries (SIC: 7370∼7374) for 2017 and 2018, and CMMI information from the CMMI institute published appraisal results system, it is observed that 28 public firms (17 IT firm-years and 23 manufacturing firm-years) in the sample had CMMI appraisals between 2017 and 2018. We use logistic regression to test if the likelihood of CMMI appraisal is positively associated with government sales. The results support for the manufacturing industry, but not for the IT industry, prior research’s assertion that maturity is a source for competitive advantage.

8

The Quality of Unmanned Aerial Vehicles: Ergodesign Aspect. Part 2

Kharchenko Volodymyr, Rubtsov Anatolii, Svirko Volodymyr, Zhudova Irina

Logistics and Transport

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2022

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Vol. 53-54, No. 1-2

133--159

EN

In the modern world, scientific and practical ergodesign activity on the development and use of drones, the concept of "human factor" is becoming more and more important. It is one of the main studies in improving the safety, efficiency and comfort of the "man - unmanned aerial vehicle" system operation. The most promising research is aimed at the application and development of new approaches to the evaluation of algorithms for unmanned aircraft maintenance and the organization of their operators' activities. The system of unmanned aerial vehicles ergodesign quality indicators developed and presented in a tabular form reflects practically all design and ergonomic properties of modern unmanned aerial systems. It is based on the existing normative documentation in Ukraine developed by the authors, harmonized with international and European standards. It allows the analysis and evaluation of unmanned aerial vehicles in order to take into account consumer interests at the beginning of their design reducing the assimilation time of products and preventing irrational production costs. The results of such an analysis underlie the development of technical documentation, standards, and specifications. They should be taken into account when putting products into production.

9

Koszty pod kontrolą czyli jak badania laboratoryjne materiałów CIPP wpływają na budżet renowacji

Stopa Paulina, Goździor Tomasz Michał

Inżynieria Bezwykopowa

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2022

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nr 4

46--51

10

A novel data mining approach for defect detection in the printed circuit board manufacturing process

Bártová Blanka, Bína Vladislav

Engineering Management in Production and Services

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2022

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Vol. 14, no. 2

13--25

EN

This research aims to propose an effective model for the detection of defective Printed Circuit Boards (PCBs) in the output stage of the Surface-Mount Technology (SMT) line. The emphasis is placed on increasing the classification accuracy, reducing the algorithm training time, and a further improvement of the final product quality. This approach combines a feature extraction technique, the Principal Component Analysis (PCA), and a classification algorithm, the Support Vector Machine (SVM), with previously applied Automated Optical Inspection (AOI). Different types of SVM algorithms (linear, kernels and weighted) were tuned to get the best accuracy of the resulting algorithm for separating good-quality and defective products. A novel automated defect detection approach for the PCB manufacturing process is proposed. The data from the real PCB manufacturing process were used for this experimental study. The resulting PCALWSVM model achieved 100 % accuracy in the PCB defect detection task. This article proposes a potentially unique model for accurate defect detection in the PCB industry. A combination of PCA and LWSVM methods with AOI technology is an original and effective solution. The proposed model can be used in various manufacturing companies as a postprocessing step for an SMT line with AOI, either for accurate defect detection or for preventing false calls.

11

The Effect of the Return Material Implementation into the Production of Silumin Casts on Technological and Economic Indicators of Production Process

Gaspar S., Majernik J., Trytek A., Podaril M., Benova Z.

Archives of Foundry Engineering

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2022

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Vol. 22, iss. 1

69--76

EN

The production of high pressure die casts also brings difficulties regarding the processing of the waste material. It is mainly formed by runners, overflows and other foundry supplements used and, in the case of machines using the cold chamber, also the remainder from this chamber. As this material is often returned to the production process, we refer to it as return material. In the production process, it is therefore essential to deal with the proportion issue of return material against primary material that can be added to the melt to maintain the required cast properties. The submitted article monitors the quality properties of the alloy, selected mechanical properties of casts and porosity depending on the proportion of the return material in the melt. At the same time, the material savings are evaluated with regards to the amount of waste and the economic burden of the foundries. To monitor the above-mentioned factors, series of casts were produced from the seven melting process variants with a variable ratio of return to the primary material. The proportion ratio of return material in the primary alloy was adjusted from 100% of the primary alloy to 100% of the return material in the melting process. It has been proven that with the increasing proportion of the return material, the chemical composition of the melt changes, the mechanical properties of the alloy decrease and the porosity of the casts increases. Based on the results of the tests and analyzes, the optimal ratio of return and primary material in the melting process has been determined. Considering the prescribed quality of the alloy and mechanical properties, concerning the economic indicator of the savings, the ratio is set at 70:30 [%] in favor of the primary material.

12

Systemy Zarządzania Jakością w firmie CERTECH

Gargula Kamila, Głąb Marta, Jaszczyszyn Kinga, Morąg Aleksandra

Analit

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2022

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Nr 12

49--59

PL

Artykuł przedstawia istotę stosowania norm i systemów zarządzania jakością, na podstawie firmy CERTECH. Istotnym elementem procesu kontroli jakości w tej firmie jest oznaczanie zawartości montmorylonitu, na podstawie której surowiec podlega wstępnej klasyfikacji. W przeprowadzonym eksperymencie skorzystano ze stosowanej przez zakład normy BN-77/4024-16 do ustalenia zawartości minerału w produkcie gotowym. Dodatkowo przeprowadzono badania wykluczając użycie pirofosforanu sodu, którego podstawową rolą w oznaczeniu jest zdyspergowanie próbki. Ponadto wykonano również badania z użyciem dwóch krzywych wzorcowych opierających się na różnych zakresach stężeń. Przeprowadzone w artykule oznaczenia sorbentów udowodniły, że niestosowanie się do normy prowadziło do zafałszowania wyników. Zastosowanie szeregu procedur zgodnych z systemami zarządzania jakością, w znaczący sposób pomaga podnieść poziom oferowanych przez producenta wyrobów.

EN

The article presents the point of the application of standards and quality management systems, based on the company CERTECH. An important part of the quality control process at this company is the determination of montmorillonite content, on the basis of which the raw material is subject to preliminary classification. In the experiment carried out, the standard BN-77/4024-16 was used to determine the content of the mineral in the final product. Moreover, tests were carried out excluding the use of sodium pyrophosphate, whose primary role in the determination is to disperse the sample. In addition, tests were also performed using two standard curves based on different concentration ranges. The sorbent determinations carried out in the article proved that not following the standard led to alteration of the results. Usage of procedures in accordance with quality management systems improves the level of products offered by the manufacturer.

13

Weryfikacja przydatności metod i narzędzi zarządzania jakością w procesie produkcji wyrobów medycznych - studium przypadku

Ratajszczak Kinga

Zeszyty Naukowe Politechniki Poznańskiej. Organizacja i Zarządzanie

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2021

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Nr 84

145--159

PL

Wysoki poziom jakości produktów w analizowanym przypadku wyrobów medycznych gwarantuje rozwój przedsiębiorstwa przez zapewnienie klientom bezpiecznego użytkowania, skuteczne konkurowanie oraz nawiązywanie dobrych relacji z partnerami. W odniesieniu do powyższego podjęto badania, których zasadniczym celem było określenie przydatności stosowanych metod i narzędzi zarządzania jakością w procesie produkcji wyrobów medycznych badanego przedsiębiorstwa. W artykule zawarto analizę instrumentarium zarządzania jakością w procesie produkcji wyrobów medycznych klasy I. Uwagę zwrócono zarówno na ocenę poziomu zastosowania metod, jak i ich przydatności w realizacji procesu produkcji. Wyznaczono odpowiedzialności i wykorzystywane instrumentarium w procesie. Korzystając z metody studium przypadku, wskazano metody zarządzania jakością najbardziej przydatne w realizacji procesu produkcji. Zweryfikowano, że większość z nich jest rzadko stosowana. Za najbardziej przydatne uznano: FMEA, kanban i walidację procesów. Stosowanie metody 5S nie wpływa w większym stopniu na usprawnianie procesu produkcji analizowanych wyrobów medycznych. Rzadkie stosowanie metod i ich jakże ograniczona liczba spowodowane są słabą znajomością wśród kierownictwa oraz trudnościami z określeniem pozytywnego wpływu poszczególnych metod na osiągnięcie korzyści w procesie.

EN

High product quality, in this case of analyzed medical devices, ensures the development of the company by providing customers with safe operation and effective competition and establishes good relationships with partners. In view of the above, the main purpose of this research was to determine the suitability of the applied quality management methods and tools in the production process of medical devices in the examined company. The article contains an analysis of the quality management instruments in the production process of class I medical devices. The degree of application of the methods and their suitability over the course of the production process was noted. Responsibilities and instruments used in the process were assigned. Using the case study method, the methods of quality management most useful in the production process were indicated. Most of them have been verified to be rarely used. The most useful were: FMEA, kanban and process validation. The use of the 5S method does not significantly improve the production process of the analyzed medical devices. The infrequent use of methods and their limited number are caused by poor knowledge among the management and difficulties in determining the positive impact of individual methods on the production process.

14

Solving problems in hoshin kanri system approach using quality management tools

Konieczka Kinga

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2021

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z. 153

227--237

EN

The article was created thanks to participation in program PROM of the Polish National Agency for Academic Exchange. The program is co-financed from the European Social Fund within the Operational Program Knowledge Education Development, non-competitive project entitled “International scholarship exchange of PhD students and academic staff” executed under the Activity 3.3 specified in the application for funding of project No. POWR.03.03.00-00-PN13/18. Purpose: The main goal of the article is to present quality management tools that help solve problems in the functioning hoshin kanri system. Design/methodology/approach: In this article described practical aspects of quality focusing on solving problems in foundation system of hoshin kanri. Operation of this system means a systematic process of planning and achieving long-term goals, by developing organization's strategy for all its departments and units. In addition, the article discusses analytical research in relation to Toyota Motor Corporation. This analysis included evaluation of the most popular quality tools for solving problems such as DMAIC, 8D, A3, 5-Why and Ishikawa diagram. Findings: The case study presented in the article showed that the most applicable and useful is A3 Report but it is possible to use 8D and 5-Why however, the results are less useful than in the case of previous ones. Originality/value: The results of the considerations are very useful for small and large companies. The application of the presented method in article is mainly for better strategic planning and as a tool in quality management systems and management of complex projects.

15

Performance evaluation in ISO 9001:2015

Wolniak Radosław

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2021

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z. 151

725--734

EN

Purpose: The aim of the paper is to analyze the problems connected with the performance evaluation realized within the organization in the ISO 9001:2015 implementation process. Design/methodology/approach: Critical literature analysis. Analysis of international literature from main databases and polish literature and legal acts connecting with researched topic. Findings: The organization shall evaluate the performance and the effectiveness of the quality management system. it should retain appropriate documented information as evidence of the results. To achieve good performance evolution level in organization which have ISO 9001:2015 quality management system we need to implement appropriate monitoring system. Especially useful system is a system based on KPIs indicators which can measure particular activities of the organization. If we use good and broad system of KPIs indicator we can measure almost all aspect of functioning of quality management system. Then we could use those measure in the process of quality management system improvement. It lead to better performance of the system, better quality and better customer satisfaction. Originality/value: Detailed analysis of all subjects related to performance evaluation in ISO 9001:2015.

16

Internal audit and management review in ISO 9001:2015

Wolniak Radosław

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2021

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z. 151

711--724

EN

Purpose: The aim of the paper is to analyze the problems connected with internal audit and management review within the organization in the ISO 9001:2015 implementation process. Design/methodology/approach: Critical literature analysis. Analysis of international literature from main databases and polish literature and legal acts connecting with researched topic. Findings: To achieve good functioning level of Quality management system we need to do periodically the internal audits and management reviews. Audit is the examination or inspection of various books of accounts by an auditor followed by physical checking of inventory to make sure that all departments are following documented system of recording transactions. Audits are very useful tool to analyses the organization functioning and improve it’s performance. On the basis of the conducted analysis we can say that the main activities needed in the internal audit process are: interview personnel, observe operations, review documents and records and examine records. In the audit process is especially important for auditor to have appropriate qualities. They should be according to ISO 19011 requirements. The best solution for the analysis of the performance of ISO 9001 system can be done when we not only use internal audits but also management reviews in our managerial practice. Originality/value: Detailed analysis of all subjects related to internal audits and management reviews in ISO 9001:2015.

17

Application of QFD in the pharmaceutical industry

Raszewska Paulina, Wolniak Radosław

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2021

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z. 154

271--279

EN

Purpose: The aim of the paper is to analyze the problems connected with the audit and management review within the organization in the ISO 9001:2015 implementation process. Design/methodology/approach: Critical literature analysis. Analysis of international literature from main databases and customer research and expert analysis. Findings: Audits are very useful tool to analyses the organization functioning and improve it’s performance. On the basis of the conducted analysis we can say that the main activities needed in the internal audit process are: interview personnel, observe operations, review documents and records and examine records. In the audit process is especially important for auditor to have appropriate qualities. They should be according to ISO 19011 requirements. The best solution for the analysis of the performance of ISO 9001 system can be done when we not only use internal audits but also management reviews in our managerial practice.

18

Wykorzystanie metod zarządzania jakością do analizy problemów w procesie cynowania aluminiowych tłoków

Czerwińska Karolina, Pacana Andrzej, Zwolenik Paulina, Pačaiová Hana, Chomová Katarina, Firmentová Katarina

Przemysł Chemiczny

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2021

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T. 100, nr 3

246--249

PL

Produkcyjne procesy obróbki chemicznej należą w dużej mierze do grupy procesów specjalnych. W ramach ich doskonalenia wyszczególnia się błędy, źródła występowania oraz wskazuje przyczyny ich powstawania. W działaniach takich wykorzystuje się instrumenty zarządzania i dostępne technologie. Dokonano analizy obróbki powierzchni tłoków w procesie cynowania. Tłoki te były przeznaczone do wysokoprężnych silników pojazdów osobowych. W ramach realizacji założeń badań zidentyfikowano źródła niezgodności tłoków powstające w procesie cynowania odlewów. W tym celu wykorzystano i zintegrowano wybrane metody zarządzania jakością. Podjęte działania przyczyniły się do znacznego zwiększenia poziomu jakości tłoków o powłoce cynowej.

EN

Selected quality management methods (Ishikawa diagram, gemba walk) were used to det. the cause of the incorrect coverage of the Al piston surface with a Sn layer. The defects resulted from the wrong sequence of adding components to the tinning bath.

19

The concept of operation and production control

Wolniak Radosław

Production Engineering Archives

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2021

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Vol. 27, Iss. 2

100--107

EN

The theoretical aim of the paper is to analyses the main function and concept of production control in operation management. The empirical aim of the paper is to investigate polish production firm opinion about factors affecting production planning and control and also functions of production planning and control. Production control is very important in every factory, and every aspect of operation and production management especially in times of Industry 4.0 conditions. In the paper we presented all classical seven task of production management control. Also there is in the paper an analysis of main factors affecting production control in industrial organization. In the paper we analysed the problems connected with production control. Nowadays in the conditions of Industry 4.0 this is very important concept because the increasing level of digitalization of all industrial processes leads to possibility of detailed analysis of all processes and better level of control. Operation managers should have good level of knowledge about production control and especially quality control. They can use in this many new information tools like statistical methods and artificial intelligence. Especially we think that in the future many function of production control would be assisted by artificial intelligence. We also in the paper give results of research conducted on example of 30 polish production organizations located in Silesia region.

20

Spojrzenie na zarządzanie jakością i jej rozwój

Tkaczyk Stanisław

Problemy Jakości

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2021

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R. 53, nr 3

20--21

PL

W opracowaniu przedstawiono pokrótce przemyślenia Autora pracy w odniesieniu do aktualnego stanu i rozwoju dyscypliny naukowej, jaką jest kwalitologia, a zwłaszcza kwalitologia stosowana – inżynieria jakości, w aspekcie zarządzania jakością. Zdefiniowano omawiane pojęcia, a także wskazano na ich usytuowanie w strukturze nauki. Wytyczono możliwe kierunki rozwoju tej interesującej dyscypliny naukowej.

EN

The study briefly presents the author’s reflections on the current state and the development of the scientific discipline of qualitology, and especially applied qualitology – quality engineering, in terms of quality management. The discussed concepts were defined and their location in the structure of science was indicated. Possible directions for the development of this interesting scientific discipline have been set out.