Risks Related to Quality Management Systems Implementation - Some Lessons Learned from Czech Republic

• Autorzy: Jaroslav Nenadál
• Języki publikacji: EN

Abstrakty

EN

The ISO Guide 73 as well as the ISO 31000 standard defines risk as effect of uncertainty on objectives. Any risk can be viewed as a chance of particular situation or event, which will have an impact upon organizations´ objectives, occurring within a stated period of time. In the field of quality management systems, current state at Czech organizations discovers lot of shortcomings in this area which can be changed to various managerial risks. That's why it is important to identify the most serious risks related to quality management principles before quality management systems establishing. Three of these risks are discussed in this article: customer loyalty and customer value aren't measured by systematic manner, there is used incorrect process performance measurement methodology, partnership with suppliers is rather underestimated, as these are recognized to be treated if we want quality management systems with high performance. The possible treatment approach linked to these risks is also mentioned briefly. (original abstract)

Słowa kluczowe

PL

System zarządzania jakością; Ryzyko; Lojalność klientów; Normy ISO

EN

Quality management systems; Risk; Customer loyalty; ISO International Standards

• Czasopismo: Zarządzanie i Finanse
• Rocznik: 2012
• Numer: R. 10, nr 3, cz. 1
• Strony: 543-552

Twórcy

autor

Jaroslav Nenadál

• VŠB-Technical University of Ostrava, Czech Republic

Bibliografia

• Asbury S., Ashwell P. (2007), Health and Safety, Environmental and Quality Audits. A risk based approach, Elsevier, Amsterdam.
• EFQM Excellence Model (2009), EFQM, Brussels.
• EN ISO 9001:2008 Quality management systems - Requirements, ISO, Geneve.
• EN ISO 9004:2009 Managing for the sustained success of an organization - A quality management approach, ISO, Geneve.
• Feuss W.J. (2011), Fundamentals of Customer Value Analysis, Available from, www.williamfeuss.com/Inc-1pdf [cit. 2011-11-17, 16.15 CET].
• Gable B.T. (1994), Managing Customer Value, The Free Press, New York.
• Hayes E.B. (2010), Beyond the Ultimate Question. A Systematic Approach to Improve Customer Loyalty, ASQ Quality Press, Milwaukee.
• ISO Guide 73 Risk Management - Vocabulary (2009), ISO, Geneve.
• ISO/TS 10004 Quality management - Customer satisfaction - guidelines for monitoring and measuring (2010), ISO, Geneve.
• Nenadál J., Vykydal D. (2009), How to implement the process approach within quality management systems, "Współczesne Zarządzanie - Contemporary Management Quarterly", no. 3., Uniwersytet Jagielloński, Kraków.