Access restricted to higher education institution's students and staff
master's thesis
ISO standardi kao standardi kvalitete

Josip Simunić (2016)
Metadata
TitleISO standardi kao standardi kvalitete
AuthorJosip Simunić
Mentor(s)Jerko Glavaš (thesis advisor)
Abstract
Kvaliteta je danas vjerojatno riječ koja se najčešće spominje u poslovnom i privatnom svijetu, bez obzira o kojoj se djelatnosti radi. Uz kvalitetu, spominju se i pojmovi kao što su upravljanje kvalitetom, karakteristike kvalitete, kontrola kvalitete, proces kontrole kvalitete, vrste kontrole kvalitete, kontinuirano unaprjeđivanje kvalitete, totalna kvaliteta i slično. Uz sve ove ranije navedene pojmove nedvojbeno je da se veže i pojam norme, odnosno pojam standarda, certifikata i slično. Svi ovi pojmovi koji su navedeni vode ka temi rada, odnosno ISO standardima kao standardima kvalitete. Gotovo sve organizacije svijeta trude se dobiti certifikate o kvaliteti. Da bi dobile te certifikate, organizacije moraju zadovoljiti određene norme odnosno standarde koji su postavljeni kako bi osigurali jednaka prava za sve ukoliko zadovolje te norme. Važno je naglasiti da se certificirani sustav kvalitete ne može u svakom slučaju izjednačiti sa implementiranim sustavom kvalitete. Postoje organizacije koje mogu dobiti ranije spomenuti certifikat o zadovoljenju kvalitete, a da istovremeno taj sustav zapravo ne funkcionira u praksi. S druge strane, postoje i organizacije koje nisu dobile certifikat (ili ga nisu tražile), a da istovremeno imaju implementiran sustav kvalitete koji funkcionira u praksi. Isto tako, često se spominje cijena proizvoda kao mjerilo kvalitete proizvoda. Za cijenu proizvoda se isključivo brine organizacija koja taj proizvod/uslugu nudi kupcima/potrošačima. Obzirom da jednom kupcu/potrošaču cijena nekog proizvoda/usluge može biti prihvatljiva, a drugom ista ta cijena biti neprihvatljiva, cijena se ne može definirati kao mjerilo kvalitete. Uz cijenu, isto tako potrošači proizvoda/usluga imaju različite želje, očekivanja, stavove, uvjerenja te tako ni oni ne mogu biti mjerilo definiranja kvalitete u globalu. Svaki potrošač određuje stupanj kvalitete proizvoda/usluge za sebe. Istovremeno, kupci/potrošači svakim danom sve više traže i očekuju za namirivanje svojih sve većih i sve raznovrsnijih potreba, pa se zbog toga organizacije na sve načine bore kako bi ostvarile što veći stupanj zadovoljenja svojih kupaca/potrošača. Tako dolazimo do pojma kao što je kontinuirano unaprjeđivanje kvalitete.
Keywordsquality standards competitiveness quality management customer
Committee MembersJerko Glavaš (committee chairperson)
Maja Lamza Maronić (committee member)
Boris Crnković (committee member)
GranterSveučilište Josipa Jurja Strossmayera u Osijeku
Ekonomski fakultet u Osijeku
Lower level organizational unitsKatedra za marketing
PlaceOsijek
StateCroatia
Scientific field, discipline, subdisciplineSOCIAL SCIENCES
Economics
Organization and Management
Study programme typeuniversity
Study levelgraduate
Study programmeBusiness economy; specializations in: Management
Study specializationManagement
Academic title abbreviationmag.oec.
Genremaster's thesis
Language Croatian
Defense date2016-09-06
Parallel abstract (English)
Quality is probably the word that is most often mentioned in the business and the private world, regardless of the business. Except quality, also concepts such as quality management, quality characteristics, quality control, process of quality control, type of quality control, continuous improvement of quality, total quality and similar arementioned. With all of the aforementioned terms undoubtedly are linked also term norms, the concept of standards, certification and similar. All of these terms lead to the topic of this paper, ISO standards as well as quality standards. Almost all the organizations of the world are trying to get quality certificates. To obtain this certification, organizations must meet certain standards or the standards that have been set to ensure equal rights for all if they meet those standards. It is important to emphasize that the certified quality system can not in any case be equated with implemented quality system. There are organizations that can get the aforementioned certificate, but at the same time that the system does not work in practice. On the other hand, there are organizations that did not receive a certificate (or didn't apply for it), but have already implemented a quality system that works in practice. Also, often referred to product prices as a benchmark of quality products. The price of a product is exclusively set by the organization that offers the product/service to the customers/consumers. Given that one buyer/consumer can find the price of a product/service acceptable, and the second buyer/consumer can find this same price to be unacceptable, the price can not be defined as a measure of quality. In addition to price, consumers of products/services have different desires, expectations, attitudes, beliefs, and so they can not be a criterion defining quality in general. Every consumer determines the degree of quality of products/services for themselves. At the same time, customers/consumers are looking for more every day and expecting to covertheir growing and increasing diverse needs, and therefore the organization are struggling to achieve a greater degree of satisfaction of their customers/consumers. This brings us to the concept as a continuous improvement of quality.
Parallel keywords (Croatian)kvaliteta norma konkurentnost upravljanje kvalitetom potrošač
Resource typetext
Access conditionAccess restricted to higher education institution's students and staff
Terms of usehttp://rightsstatements.org/vocab/InC/1.0/
URN:NBNhttps://urn.nsk.hr/urn:nbn:hr:145:909856
CommitterGordana Kradijan