Access restricted to higher education institution's students and staff
undergraduate thesis
Upravljanje kvalitetom

Larisa Roso (2016)
Metadata
TitleUpravljanje kvalitetom
AuthorLarisa Roso
Mentor(s)Jerko Glavaš (thesis advisor)
Abstract
U cilju racionalizacije troškova i bolje produktivnosti rada u današnje vrijeme mnoge tvrtke svoje sporedne poslove prepuštaju poduzećima koji se njima bave. Transcom je kao jedan od začetnika koncepta samostalnog pružanja usluga službe za korisnike, morao izgraditi svoju poziciju na hrvatskom tržištu. Kako bi zadržao reputaciju o kvaliteti i raznovrsnosti ponude usluga među klijentima bilo je nužno stvoriti kvalitetne sustave upravljanja. Sustavi upravljanja od izuzetne su važnosti za poslovanje tvrtke i služe im kako bi lakše organizirali i usmjerili svoje poslovanje. S obzirom na prirodu posla jedan od najvažnijih sustava upravljanja je sustav upravljanja kvalitetom. Izvrsnost u pružanju usluga prema korisnicima rezultirala je velikim brojem uspješnih poslovnih solucija koje su dovele do dugotrajnih i stabilnih partnerstava i otvorili vrata novim poslovnim prilikama. Zbog toga Transcom danas posluje na dvije lokacije u Hrvatskoj s kapacitetom od preko 670 radnih jedinica i više od 1000 zaposlenika koju pružaju usluge na hrvatskom, talijanskom, njemačkom i drugim europskim jezicima.
Keywordsmanagement systems quality management excellence in business practice
Committee MembersJerko Glavaš (committee chairperson)
Zdravko Tolušić (committee member)
Davor Dujak (committee member)
GranterSveučilište Josipa Jurja Strossmayera u Osijeku
Ekonomski fakultet u Osijeku
Lower level organizational unitsKatedra za kvanititavne metode i upravljanje
PlaceOsijek
StateCroatia
Scientific field, discipline, subdisciplineSOCIAL SCIENCES
Economics
Marketing
Study programme typeuniversity
Study levelundergraduate
Study programmeMarketing
Academic title abbreviationuniv. bacc. oec.
Genreundergraduate thesis
Language Croatian
Defense date2016-09-26
Parallel abstract (English)
In order to rationalize costs and improve labor productivity, many companies use outsourcing as part of their business strategy. Transcom, as one of the pioneers of the concept of providing customer care service, had to build its position in the Croatian market. In order to maintain the reputation of the quality and diversity in providing services among customers, it was necessary to create quality management systems. These systems are of great importance for the company's operations and serve to help organize and direct its operations. Given the nature of the work is providing customer care services, one of the most important control system is the quality management system. Excellence in providing services to customers resulted in a large number of successful business solutions that led to long-term and stable partnerships and opened doors to new business opportunities. Because of that business strategy, Transcom operates in two locations in Croatia with a capacity of over 670 work units and more than 1,000 employees who provide services in Croatian, Italian, German and other European languages.
Parallel keywords (Croatian)sustavi upravljanja upravljanje kvalitetom izvrsnost u pružanju usluga
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:145:381430
CommitterGordana Kradijan