Řízení kvality v organizacích poskytujících služby: pojem kvalita a jeho význam
| Title in English | Quality Management in Services Providing Organizations: the concept of Quality and its Connotation |
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| Authors | |
| Year of publication | 2007 |
| Type | Article in Periodical |
| Magazine / Source | Trendy ekonomiky a managementu |
| MU Faculty or unit | |
| 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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