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Determinanty satysfakcji w opinii klientów małych przedsiębiorstw usługowych

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Kowalik K. , Klimecka-Tatar D.

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tom No. 1 (10)

17--28

PL

Celem artykułu jest przedstawienie determinantów satysfakcji w ocenie jakości usług dokonywanej przez klientów przedsiębiorstw usługowych z sektora MSP. Pierwsza część opracowania zawiera charakterystykę pojęcia satysfakcji jako czynnika oceny jakości usług. Następnie zaprezentowane zostały wyniki anonimowej ankiety konsumenckiej, przeprowadzonej na grupie stu pięćdziesięciu klientów małych firm usługowych, dotyczącej determinantów kształtowania satysfakcji, której wyniki jednoznacznie wskazały na jej dużą istotność w ocenie jakości usług, budowanej głównie w oparciu o uwarunkowania techniczne (wśród mężczyzn) oraz organizacyjne (wśród kobiet), z uwzględnieniem niezawodności i ceny usługi.

EN

The objective of the article is to present the determinants of the satisfaction of service quality in the opinion of small enterprises’ customers. The first part contains the theoretical framework of the satisfaction characteristic as a factor of service quality evaluation. Afterwards, the results of empirical research have been presented. Anonymous survey, regarding the evaluation of service satisfaction determinants, has been conducted among one hundred and fifty customers of small enterprises. The results clearly indicated high importance of satisfaction in the assessment of service quality, built mainly on the basis of technical conditions (among men) and organizational (among women), taking into account the reliability and price of the service.

2

Changes in Production Efficiency During the COVID-19 Pandemic

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Klimecka-Tatar D. , Ulewicz R.

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tom Vol. 4, Iss. 1

255--265

EN

The limitations and new safety restrictions related to the COVID-19 pandemic caused by SARS-CoV-2 had a strong impact on the functioning of numerous manufacturing companies. This paper presents the results of a survey conducted among employees of manufacturing companies. A preliminary comparison of the production efficiency (and volume) in terms of the size of enterprises was made – results obtained for micro, small and medium entrprise, as well as for large production enterprise. On the basis of the presented results, it was unequivocally stated that it was much easier for micro and small enterprises to adapt to the introduced changes. They easily expanded the range of products and thus recorded a slight increase in production. Large enterprises, due to the narrow scope of their operations, unfortunately recorded a significant decrease in production – which may also be caused by the discontinuity of the supply chain.

3

The Level of Occupational Health and Safety in European Enterprises Providing Transport and Logistics Services in Terms of Quality Management Principles

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Klimecka-Tatar D. , Matevž O.

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tom Vol. 3, Iss. 1

394--404

EN

Safety and quality management are very important elements of managing production and service processes. It is important not only to manage in itself, but above all to constantly improve processes and constantly strive for excellence. However, continuous improvement of the organization is one of the key principles of quality management, it states that improvement can be obtained from the analysis of existing processes or measurement results. In this paper the level of occupational health and safety in european enterprises providing transport and logistics services in terms of quality management principles. On the basis of the presented results it was found that in large enterprises safety management principles are respected, while in small and medium enterprises the level of safety does not look very promising. An interesting phenomenon was observed in the case of micro-enterprises (family businesses). Research shows that employees know and adhere to the safety principle, but they do not see too much change in improving the level of safety.

4

Improvement of manual assembly line based on Value Stream Mapping (VSM) and efectiveness coefficient

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Klimecka-Tatar D. , Shinde V.

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tom Vol. 1, Iss. 1

537--544

EN

In the paper the possibilities of process re-organizing in relation to simple principles for limiting waste in the production cycle have been presented. Based on value stream mapping and monitoring of performance indicators, the possibilities of changes identification of in the assembly line process have been presented. Furthermore, based on the availability, performance and quality values, it has been proved that relatively small changes can have a very positive effect on the assembly process. Based on the OEE coefficient, it has been found that the proposed changes improved the process's efficiency by more than 20%.

5

Corrosion resistance of materials for medical applications – quality requirements for the nd-fe-b/polymer composites

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Pawłowska G. , Klimecka-Tatar D. , Radomska K.

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tom nr 3

74--77

EN

The quality requirements for materials dedicated to medical applications mainly refer to their the impact on the body’s tissues and body fluids. From a technical point of view, this mainly concerns to the corrosive characteristics of materials in media with different aggressiveness. The potential use of Nd-Fe-B bonded composites in restorative medicine is associated with the elimination of a toxic epoxy resin from the composite. The commercial mixtures containing commercial acrylic material polymerizing at different temperatures have been used to consolidate high-coercive Nd-(Fe,Co)-B powders. In this paper, the results of corrosion tests for Nd-(Fe,Co)-B/polymer composites with two types of acrylics polymers have been presented. The electrochemical tests have been carried out in various solutions (sulphate solution acidified to pH = 4 and 6, Ringer solution, phosphate solution acidified to pH = 3 also with the addition of 0.1 M Cl-) to present the spectrum of corrosive media impact on the material. It has been found that the use of low temperature polymer as a binder is more beneficial both in terms of corrosion resistance as well as for technical and economic reasons.

PL

Wymagania jakościowe dla materiałów przeznaczonych do zastosowań medycznych głównie odnoszą się do ich wpływu na tkanki miękkie i płyny ustrojowe. Z technicznego punktu widzenia dotyczy to przede wszystkim korozyjnych właściwości materiałów w mediach o różnej agresywności. Zastosowanie w medycynie naprawczej kompozytów Nd-Fe-B wiązanych polimerem pozwala wyeliminować toksyczną żywicę epoksydową. Dlatego też do konsolidacji proszków Nd-(Fe,Co)-B o wysokiej koercji zastosowano komercyjne mieszanki zawierające PMMA polimeryzujące w różnych temperaturach. W niniejszej pracy przedstawiono wyniki badań korozyjnych dla kompozytów Nd-(Fe,Co)-B/biopolimer z dwoma rodzajami polimerów akrylowych. Aby przedstawić wpływ mediów korozyjnych na materiał przeprowadzono testy elektrochemiczne w różnych roztworach (roztwór siarczanowy zakwaszony do pH = 4 i 6, roztwór Ringera roztwór fosforanowy zakwaszony do pH = 3, również z dodatkiem 0,1 M Cl-). Stwierdzono, że zastosowanie polimeru sieciującego w niskich temperaturach, jako środka wiążącego jest bardziej korzystne zarówno pod względem odporności na korozję, jak i ze względów technicznych i ekonomicznych.

6

Production of zinc coatings by electro-spark deposition

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Radek N. , Pietraszek J. , Klimecka-Tatar D.

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tom Vol. 2, nr 1

253--258

EN

The paper describes the method of producing a zinc coating on steel by electro-spark deposition technology. The technology of applying electro-spark zinc to the surface was presented. Microscopic observations and corrosion resistance tests were made. The possibilities of practical application of this type of coatings in the process of repairing zinc coatings, either damaged or with manufacturing defects, were analyzed.