Řízení kvality v organizacích poskytujících služby: pojem kvalita a jeho význam

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Title in English Quality Management in Services Providing Organizations: the concept of Quality and its Connotation
Authors

LUKÁŠOVÁ Růžena FRANKOVÁ Emilie

Year of publication 2007
Type Article in Periodical
Magazine / Source Trendy ekonomiky a managementu
MU Faculty or unit

Faculty of Economics and Administration

Citation
Field Economy
Keywords Quality control services organizational culture
Description The contribution focuses on the content of the concept of quality in the mind of employees of an organization and his consequences for services quality control. Quality control is not considered to be only a matter of implementing procedures and techniques but also a matter of complex changes of culture within the organization. The extent to which both the organization's workers and its clients agree in the understanding of this term affects the efficiency of quality control. The method that seems to be appropriate for the identification of the content of concept of quality in the mind of organization's workers and its clients is mental mapping. The contribution presents mental mapping as the method which enabling initiating and identification of relevant mental proceses.
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