TQM – PUT DO DIFERENCIJACIJE

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Eng. Rev. 28-2 (2008) 131-142

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UDK 005.6:658.562:65.012.3

TQM – PUT DO DIFERENCIJACIJE TQM – A WAY TO DIFFERENTIATION Sabrina ŠUMAN – Duško PAVLETIĆ

Sažetak: Upravljanje kvalitetom obuhvaća sustavno korištenje različitih metoda, smjernica, tehnika i alata kako bi se, kroz postizanje visoke kvalitete proizvoda i procesa, zadovoljili zahtjevi korisnika i postigla konkurentna prednost te poslovni uspjeh. Buđenje svijesti o kvaliteti u svim poslovnim procesima osnovni je cilj TQM-a, a pretpostavlja orijentaciju na korisnika, kontinuirana poboljšanja i inovacije, timski rad, procesni pristup i dr. Tvrtka u kojoj su uspostavljeni takvi uvjeti poslovanja može prosperirati i stvarati proizvode koji se odlikuju kvalitetom i specifičnošću. Naglašava se da na ostvarivanju takvih uvjeta poslovanja ključnu ulogu ima vodstvo tvrtke. Tvrtke koje uspješno i kontinuirano provode principe TQM-a diferenciraju se na tržištu, stvaraju kvalitetne i prepoznatljive proizvode, imaju zadovoljne i vjerne klijente te motivirane zaposlenike. Ključne riječi:

- TQM, - Kvaliteta - Procesi - Modeli izvrsnosti

Summary: Quality management includes systematic usage of different methods, guidelines, techniques and tools in order to, through achievement of high quality products and processes, satisfy users’ demands and to achieve competitive advantages and business success. Raising the quality conscience in all business processes is a main goal of TQM, and it assumes users orientation, continuous improvement and innovations, teamwork, process approach et cetera. The company in which these aspects of business are achieved may prosper and create products that are distinguished by specific quality and uniqueness. The emphasis is that the business achievement of these conditions must come from company leadership. Companies that successfully and continuously implement TQM's principles differentiate on the market; create high-grade and recognizable products, satisfied and loyal clients and motivated employees. Keywords:

- TQM - Quality - Processes - Excellence models

1. UVOD

1. INTRODUCTION

Gotovo u svakoj proizvodnoj tvrtki odvijaju se procesi proizvodnje, prodaje i distribucije. Također postoje procesi kojima se istražuju korisnikove potrebe i problemi, procesi kojima uspoređujemo podatke s tržišta i informacije o novim tehnologijama. Iz toga proizlaze ideje za nove proizvode i usluge. Drugi procesi kreiraju i testiraju te nove proizvode i usluge i prosljeđuju ih u redovitu proizvodnju te proučavaju troškove i dodanu vrijednost. U vođenju putem potpune kvalitete naglasak je na proučavanju procesa i na njihovu stalnom unapređivanju i osiguravanju proizvoda i usluga koji neprekidno povećavaju svoju vrijednost i imaju sve manje i manje troškove [1]. Da

Incorporated into almost every organization, among others, are the processes of production, sales and distribution. There also exist processes that examine user needs and problems, processes with which data from the market and information about new technologies are compared. Thereof, ideas for new products and services originate. Other processes create and test these new products and services and forward them to ordinary production, also they analyze costs and added value. When talking about leading through total quality, the accent is on researching these processes and on their continuous improvement and assurance of products and services that continuously


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