scholarly journals The process approach to service quality management

2018 ◽  
Vol 18 (18) ◽  
pp. 31-34 ◽  
Author(s):  
Kamila Kowalik ◽  
Dorota Klimecka-Tatar
Keyword(s):  
Quality Of Service ◽  
Quality Management ◽  
Service Quality ◽  
Process Management ◽  
Theoretical Framework ◽  
Process Approach ◽  
Service Process ◽  
Quality Model ◽  
Service Quality Management

Abstract In this paper a model of service quality management based on the process approach has been presented. The first part of the article contains the theoretical framework of service quality and the process approach in management. Next, quality of service process has been presented in reference to a process-based definition in quoted literature. Finally, the outcomes of a customer questionnaire concerning the validity of particular quality attributes has been presented. The collected data in relation to service process quality stages have enabled the development of a of service quality model for process management.

scholarly journals Review on Quality Management Model based on Process Approach

2018 ◽  
Vol 6 (2) ◽  
pp. 26 ◽  
Author(s):  
Hongfei Guo ◽  
Ru Zhang ◽  
Min Zou ◽  
Junda Yang ◽  
Jingge Zhang ◽  
...  
Keyword(s):  
Quality Management ◽  
Automotive Industry ◽  
Management System ◽  
Manufacturing Systems ◽  
Quality Management System ◽  
Process Approach ◽  
Management Model ◽  
The Core ◽  
Quality Management Model ◽  
Complex Manufacturing Systems

As one of the core methods of the quality management system in the automotive industry, the process approach is an important tool for realizing the quality assurance of complex manufacturing systems with multi-sector, multi-process and multi-quality indicators. This paper first gives an overview of the quality management in the automotive industry, and then introduces the research status of the quality management system based on process approach in the industry, providing direction for the automotive industry in both research and practice of process-approach based quality management models.

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