Article
THE IMPLEMENTATION OF A QUALITY MANAGEMENT SYSTEM: A CASE STUDY OF SERBIAN TRANSPORT ORGANIZATIONS
DOI: 10.7708/ijtte.2013.3(4).04
3 / 4 / 397-407 Pages
Author(s)
Sanja Žeželj - University of Belgrade, Faculty of Transport and Traffic Engineering, Vojvode Stepe 305, 11000 Belgrade, Serbia -
Abstract
The aim of the following study is to analyze the quality of operations in local transport companies, which includes operations according to certain international, European and national standards and regulations. Special emphasis is placed on the research in the field of standards, quality system and the implementation of the ISO series of standards 9000 for road companies. The implementation of a Quality Management System (QMS) is essential for companies seeking competition on the international market. This paper presents the results of the research which was carried out in Serbia at the end of 2012 on the sample of enterprises by interviewing managers on quality culture as well as departments dealing with the quality system of the company. Interviewees are from the following companies: those that have introduced the ISO standards or other quality management system, companies that conduct consultations to introduce the system, etc. Although respondents ranked the quality management function as the second most important of them all, after the function of telecommunications companies, the research revealed that managers within transport companies in Serbia are insufficiently aware of the importance of introducing QMS for achieving better business operations. The research results within other services of surveyed companies show that this constitutes an unnecessary expense (for each company), and that the position of managers within these services is redundant. Thereinafter, the companies were ranked by their activities in the field of transportation, the number of employees and the type of organization.
Number of downloads: 6235
Keywords:
Quality Management System (QMS);
transportation;
traffic;
implementation;
ISO 9000;
quality;
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