scholarly journals QUALITY OF TOURIST SERVICES: FEATURES OF FORMATION AND MANAGEMENT

2021 ◽  
Author(s):  
Nataliia Chorna
Keyword(s):  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Tourism Industry ◽  
Iso 9001 ◽  
Quality Of Services ◽  
International Standard ◽  
Standard Quality ◽  
Tourism Enterprises

The article reveals the meaning of the concept of quality, identifies the features of the quality of tourist services, analyzes the factors that affect it. It is noted that according to the requirements of the international standard, quality is the ability of products to meet the established or anticipated needs of consumers. The basic principles and elements of quality systems, which cover all the processes necessary to ensure it, are set by the ISO 9001 series standard. It is stated that quality in tourism is both a professional tool, a management model and a marketing tool. It is proved that in modern business conditions the quality of tourist services is one of the most important components of efficiency and profitability of the tourism industry. It is substantiated that the quality of services has a significant impact on the competitiveness of tourism enterprises, and therefore requires considerable attention from the latter. It is stated that the quality of tourist services is directly related to the quality of tourist services, the approaches of consumers of tourist services and their producers to the assessment of the quality of service are analyzed. It is proved that the introduction of tourist services of consistently high quality is facilitated by the introduction of a quality management system in the activities of enterprises, the principles of its functioning are analyzed. In today's challenges, consumers are making ever higher demands on the quality of the products they consume. For tourism enterprises, high standards of service are becoming a decisive factor in competition. Considerable attention is paid to the process approach and risk-oriented thinking, which, in accordance with the international standard ISO 9001 series, characterize the quality management systems of leading companies, ensure their competitiveness in the market. The scheme of processes for the tourist enterprise is offered. It is noted that in order to meet the needs of customers, the tourist enterprise must ensure a harmonious relationship between all processes, because it is their effective functioning that determines the quality of services provided and the continuous improvement of the quality management system.

scholarly journals LANDASAN PEMIKIRAN IMPLEMENTASI SISTEM MANAJEMEN MUTU ISO 9001:2008 DI FITK UIN MALANG

2017 ◽  
Vol 2 (1) ◽  
Author(s):  
Mulyono Mulyono
Keyword(s):  
Quality Assurance ◽  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Internal Audit ◽  
Quality Standard ◽  
Iso 9001 ◽  
Continuous Quality ◽  
Standard Quality

<span class="fontstyle0">This study aims to examine the foundation of the implementation of ISO 9001: 2008 Quality Management System in improving the quality of learning in the Faculty of<br />Tarbiyah and Teacher Training (FITK) UIN Maulana Malik Ibrahim Malang, the results can be summarized as follows: 1) Making the concept of “Ulul Albab” as a jargon that would be manifested in the form of an educational program under the umbrella of “Ulul Albab”. 2) Realizing a scientific structure that integrates science and Islam with the Tree<br />of Science Metaphor. 3) Trying to anticipate the challenges of higher education both on the national macro and global competition. 4) Realizing organizational health (organization health), to develop academic freedom, innovation, creativity and knowledge sharing. 5) Applying quality assurance consistently. 6) Determined to apply quality culture by implementing QMS ISO 9001: 2008 as international standard quality standard. 7) Implementing the International Quality Management System Organization for Standardization (SSNI ISO) 9001: 2008 to achieve the quality standard of education. 8) Conduct internal audit for continuous improvement of quality (continual improvement). 9) Anticipate various organizational changes at any time and periodic. 10) The ability of leaders to have the vision and confidence to realize his vision. 11) Making the values of the Qur'an (the concept of ihsan: doing better) as the cornerstone of the implementation of the quality management system. 12) Implement the main principles of the quality management system: "Write down what is done and do what is written". 13) Implement a systematic and continuous quality assurance system. 14) The purpose of quality assurance to ensure: compliance, certainty, and relevance. 15) Stipulate the quality points refer to the quality of UIN Maulana Malik Ibrahim Malang. 16) Determined to make quality assurance in academic service.<br /></span><span class="fontstyle2">Keywords: </span><span class="fontstyle0">Platform, Thought, QMS, Quality, Learning.</span>

scholarly journals Digital Technology in the Management of Quality Service in Tourism Business

2019 ◽  
Vol 9 (1) ◽  
pp. 1865-1869 ◽  
Keyword(s):  
Quality Management ◽  
Digital Technology ◽  
Management System ◽  
Business Processes ◽  
Quality Management System ◽  
Tourism Industry ◽  
Quality Of Services ◽  
Special Role ◽  
Software Product

The objective need for quality management has identified the special role of digital technology in booking services, information and communication systems in the tourism business. The quality of services is one of the most important components of the efficiency and profitability of the tourism industry in the current conditions of tourism development. The quality management system of production processes in the tourism sector should be a continuous process of measures aimed at improving the level of services, improving production elements and introducing innovative technologies. All the processes of designing, ensuring and maintaining the quality of tourism products should be integrated into the quality management system. It has been established that the consistency between the priorities of the enterprise in the field of improving the quality of services and the goals of the overall set of business processes is a condition for the effective and long-term development of the enterprise. The authors determined that modern management and modeling of business processes in enterprises, speed and quality of customer service require a specialized software product developed exclusively for the needs of the tourism industry. Based on the methods of financial analysis, the authors of the article substantiated the economic feasibility of implementing Fox Manager BPA 2.5 software using the example of a travel company. The profitability index of the proposed software product will be 1.6. The estimated payback period is 1.7 years. The authors' suggestions are aimed at creating a modern workplace for sales managers and automation of internal office processes in a travel company using digital technology.

scholarly journals The quality management system in libraries’ activities

2021 ◽  
pp. 65-72
Author(s):  
E. A. Kosolapova
Keyword(s):  
Quality Management ◽  
Management System ◽  
System Analysis ◽  
Customer Orientation ◽  
Quality Management System ◽  
Quality Standard ◽  
Iso 9001 ◽  
Quality Of Services ◽  
Library Staff

Active expansion of methods for searching, collecting, processing, storing and providing information, as well as emergence of competitors for libraries, gave rise to the problem of the quality of services provided. To raise the quality of services, it is necessary to form the institutions’ own quality management system (QMS), based on the ISO 9000 series standards.The article considers the main data of a number of libraries of the Russian Federation on the QMS implementation and development. The emphasis is made on the fact that implementation of the quality management system guarantees meeting the requirements and expectations of library users, and hence the implementation of one of the principles of the ISO 9001 standard - customer orientation. The quality management system gives confidence to the management and staff of the library, as well as to consumers in the provision and expectation of products and services that fully meet the requirements of the ISO 9001 quality standard.It is emphasized that the QMS implementation is impossible without the library staff participation. It is important to share responsibilities among the library staff, to create a working group led by a senior management representative, to study customer requirements for the library’s products and services, and prepare and document the organization’s quality management system’ procedures. Continuous perfection of the library’s quality management system contributes to the improvement of the entire organization management activities.The object of this article is to substantiate theoretically the importance of using the quality management system in modern libraries. In accordance with it, the following general scientific methods were applied: system analysis as the main method, content analysis of scientific articles and GOSTs of the 9000 series in the field of quality, terminological analysis.

scholarly journals Pengaruh Implementasi Sistem Manajemen Mutu ISO 9001:2008 Dan Kemampuan Mengajar Widyaiswara Terhadap Kompetensi Lulusan Diklat

2016 ◽  
Vol 4 (3) ◽  
pp. 37
Author(s):  
Dewi Setiawati
Keyword(s):  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Research Problem ◽  
Teaching Quality ◽  
Iso 9001 ◽  
Survey Method ◽  
Main Research ◽  
Independent Variables

This research mainly aims to explore competencies of training graduated which focuses on factors that influence competencies of training graduates, such as the implementation of quality management system ISO 9001:2008 and teaching quality of Widyaiswara. The main research problem addressed in this study is how the implementation of quality management system ISO 9001:2008 and teaching quality of Widyaiswara contribute to competencies of training graduates, both partially and altogether. I conducting this research, explanatory survey method is used with questionairres using likert and interval scales as the data collection techniques, that are distributed to 51 graduates of training at PPPPTK Penjas dan BK. To analyse the data, the study employs PPM (Pearson Product Moment), to investigate the direct and non-direct correlations of dependent and independent variables. Significance tests are administered using F-test and t-test. The results show that (1) the impelementation of quality management system ISO 9001:2008 significantly influences competencies of training graduates; (2) teaching quality of Widyaiswara significantly influences competencies of training graduates; and (3) both the implementation of quality management system ISO 9001:2008 and teaching quality of Widyaiswara significantly influence competencies of training graduates.

scholarly journals Implementasi Sistem Manajemen Kualitas ISO: 9001:2008 terhadap Kepuasan Pemustaka di Perpustakaan Pusat Universitas Gadjah Mada

2015 ◽  
Vol 9 (2) ◽  
pp. 44
Author(s):  
Uminurida Suciati
Keyword(s):  
Quality Of Service ◽  
Quality Management ◽  
Data Collection ◽  
User Satisfaction ◽  
Management System ◽  
Quality Management System ◽  
Iso 9001 ◽  
Library Services ◽  
The University

This study aims to determine the quality library services based implementation of Quality Management System ISO 9001:2008 . User satisfaction and student perceptions regarding the attributes of quality library services that include : tangible , reliability , responsiveness, assuredness , and empathy associated with user satisfaction .This study uses a quantitative approach . Type a descriptive quantitative research . Ex post facto data collection by survey method . Data collection using questionnaires as the primary method , documentary and observation . The study population was a student who came to visit and use the library facilities and using samples UGM proportional stratified random sampling technique.Analysis of the data using parametric statistics , such as regression analysis to test the hypothesis regreasi first and to find out how much of each attribute independent variables contribute effectively to the satisfaction of the user and the product moment correlation and ANOVA to test the hypothesis of a single lane to two . Results indicate that the implementation of quality management system ISO 9001 : 2008 can give satisfaction to the users at the Central Library , University of Gadjah Mada . It can be seen from the results of the user's perception of the quality attributes of library services that include : tangible, reliability , responsiveness , and empathy assuredness related to user satisfaction at the Central Library of the University of Gadjah Mada . It can be seen from tangible attribute indicates the coefficient b = 0.104 and p = 0.022 , attribute indicates the reliability coefficient b = 0.126 and p = 0.009, attribute indicates the responsiveness coefficient b = 0.095 and p = 0.018, showing assuredness attribute coefficient b = 0.125 and p = 0.007, attribute shows empathy coefficient b = 0.193 with p = 0.001 . Positive effect is statistically significant means that the better the user perception of service quality attributes of the higher levels of user satisfaction and conversely the perception of poor quality of service attributes pemustaka on the lower level of user satisfaction in the Library of the University of Gadjah Mada . From the estimation above regression equation, the coefficient of multiple determination ( R2 ) of 0.539 that showed statistically that the role of the variable quality of service for users' satisfaction at 53.9 % . Percentage of the remaining 46.1 % are other variables not examined in this study .

scholarly journals IMPROVEMENT OF QUALITY MANAGEMENT SYSTEMS IN THE SPHERE OF SOCIAL SERVICES IN REZEKNE MUNICIPALITY

2014 ◽  
Vol 1 (6) ◽  
pp. 117
Author(s):  
Maija Krūze
Keyword(s):  
Quality Management ◽  
Social Services ◽  
Social Service ◽  
Management System ◽  
Quality Management System ◽  
Internal Audit ◽  
Iso 9001 ◽  
Evaluation Methodology ◽  
Self Evaluation

The paper explores the quality management system of Rezekne Social service and its perfection employing internal audit and self-evaluation methodology. The aim of the present study is to find out how the quality of provided services of social service and social service providers is ensured in accordance with the ISO 9001:2008 quality standard, exploring the processes of management, basic activity, internal audit and prevention of non-compliance as well as focusing on the measures to be taken in order to improve the quality management system (QMS). When elaborating the article, the economic and legal literature on quality management terminology, its application and effective social services management have been studied according to the ISO 9001:2008 standard. The paper examines the measures which ensure quality of social aid and provision of social services of Rezekne Social service highlighting the quality management system, elimination of non-compliance, QMS report results, customer level of satisfaction and self-evaluation methodology. The author has worked out proposals to improve the processes of quality management system and quality results, consequently ensuring the development of Rezekne Social service. With the help of practical examples, the hypothesis proved that internal audit of the quality management system, management processes to address non-compliance, management reports and self-evaluation provide an objective assessment of the quality and create favourable conditions to ensure the provision of qualitative social services, contributing to a better controlled social policy.

scholarly journals Implementasi sistem manajemen mutu berbasis ISO 9001:2008 (studi pada Fakultas Ekonomi Universitas Negeri Surabaya)

2018 ◽  
Vol 6 (2) ◽  
pp. 163
Author(s):  
Jaka Nugraha
Keyword(s):  
Quality Management ◽  
Management System ◽  
Qualitative Method ◽  
Quality Management System ◽  
Iso 9001 ◽  
State University ◽  
Research Focus ◽  
Management Responsibility ◽  
Descriptive Approach

Peran pendidikan tidak dapat dianggap sebagai pelengkap dalam pembangunan sebuah negara. Peningkatan mutu pendidikan harus dilakukan secara berkelanjutan sebagai upaya menciptakan kualitas manusia Indonesia agar mampu bersaing dengan negara-negara lain. Sistem Manajemen Mutu ISO 9001:2008 merupakan salah satu cara yang dapat digunakan untuk memperbaiki dan meningkatkan kualitas manajemen sebuah organisasi. Tujuan dari penelitian ini adalah untuk mengetahui implementasi penerapan ISO 9001:2008. Pada penelitian ini digunakan metode penelitian kualitatif dengan pendekatan deskriptif. Lokasi penelitian dilakukan di Fakultas Ekonomi Universitas Negeri Surabaya. Penelitian ini berfokus penerapan sistem manajemen mutu, khususnya klausul kelima mengenai tanggung jawab manajemen. Berdasarkan hasil penelitian diketahui bahwa Fakultas Ekonomi Universitas Negeri Surabaya telah mengimplementasikan ISO 9001:2008 dengan baik. Hal ini diketahui dari tahapan plan, do, check, dan action (PDCA) yang telah dilakukan secara berkesinambungan melibatkan unit pelaku proses yang ada di dalamnya sehingga pengelolaan organisasi berjalan efektif dan efisien serta mampu memenuhi kebutuhan dan harapan pelanggan.Kata kunci: mutu, pendidikan, PDCA, ISO   IMPLEMENTATION OF QUALITY MANAGEMENT SYSTEM BASED ON ISO 9001: 2008 (STUDY FROM ECONOMIC FACULTY UNIVERSITAS NEGERI SURABAYA)AbstractEducation has a very important role in the development of a country. Improving the quality of education should be done sustainably as an effort to create quality Indonesian people who can compete with other countries. ISO 9001: 2008 Quality Management System is one way that can be used to improve the quality of an organization's management. The purpose of this research is to know the implementation of ISO 9001: 2008. This research use qualitative method with descriptive approach. The research was conducted at the Faculty of Economics, State University of Surabaya. This research focus on the application of quality management system, especially the fifth clause regarding management responsibility. The result showed that the Faculty of Economic Universitas Negeri Surabaya has implemented ISO 9001: 2008 well. This is known from the stages of plan, do, check, and action (PDCA) which has been done continuously involving the unit of actors in the process therein. Then, the management of the organization run effectively and efficiently and able to meet the needs and expectations of customers.Keywords: quality, education, PDCA, ISO

scholarly journals The implementation of quality management system using ISO 9001:2008 based Total Quality Management Concept (Case Study at the First State Public Vocational Secondary School at Singosari, Malang Regency, East Java, Indonesia)

2021 ◽  
Author(s):  
Suyitno
Keyword(s):  
High School ◽  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Iso 9001 ◽  
System Implementation ◽  
Vocational High School ◽  
Total Quality ◽  
Implementation Quality

Vocational education as one part of the system Education of National is very strategic rolefor the form of national labour generation which was skillful. As strive to improvemanagement and quality and also competitiveness hence applied by management systemquality of ISO 9001:2008 in Public Vocational High School of 1 at Singosari. Researchfocussed 1) How System Implementation Management Quality of ISO 9001:2008 inPublic Vocational High School of 1 at Singosari, 2) Effort what is done by for the agendaof overcoming various resistance faced in management system implementation quality ofISO 9001:2008 in Public Vocational High School of 1 at Singosari. Method Researchweared in this research is device qualitative with method intake of data through interview,documentation and observation to informant namely components in Public VocationalHigh School of 1 at Singosari. While data analysis through analysis of interactive (Milesand Huberman, 1994).Research finding of research focus I: 1) conducting two qualifyingwhich have been commended by ISO 9001:2008, namely System Design Of ManagementQuality of through step of plan-do-check-action ( P-D-C-A) and Documentation SystemManagement Quality of. Management Top (principal) organizational have to compareexpectation of the customer with Organizational performance able to determine directionpolicy of Organization. 2). Have Commitment of customer satisfaction either from internaland external school started by given the expectation and requirement of customer. 3).Process looked into a study which continue to have continuation and over there willhappened repairs to performance 4). Management system implementation quality of ISO9001:2008 in Public Vocational High School of 1 at Singosari qualify total involvementfrom entire school component. Focus II: 1) Steps the done by principal in developing thiscommitment for example always communicate vision, target and mission go to school andalso remind obligation and duty will each and also always inform position growth ofschool to all student and teachers 2) Process study to employees and teachers throughgiving of instruction work in writing and followed with explanation is verbally looked intoby an effective enough in improving their motivation with cultural of quality. 3). Leadergo to school and entire school component have high commitment to do repair on anongoing with step of Plan, Do, Check and of Action by have cycle to supported by sourcewhich with quality

scholarly journals ІНТЕГРАЦІЯ ВИМОГ СТАНДАРТІВ НАТО СЕРІЇ AQAP 2000 У СИСТЕМУ УПРАВЛІННЯ ЯКІСТЮ ПІДПРИЄМСТВА З ВИРОБНИЦТВА ВІЙСЬКОВОЇ ТЕХНІКИ

2020 ◽  
pp. 102-108
Author(s):  
Ольга Володимирівна Нємченко ◽  
Альона Юріївна Кисилевська ◽  
Віталій Леонідович Костенко
Keyword(s):  
Quality Assurance ◽  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
International Standards ◽  
Iso 9001 ◽  
Management Systems ◽  
Quality Management Systems ◽  
Government Quality

In recent years, the security and defense sector of Ukraine has been undergoing reforms aimed at gaining the country's membership in the NATO North Atlantic Treaty Organization. One of the many aspects of these reforms is the introduction of some specific standards, in particular, the AQAP 2000 series standards in the quality management systems of military equipment enterprises. In the case of implementation of several international standards at the enterprise, there is a need to create integrated quality management systems. The article presents options for implementing two or more standards in the QMS of the enterprise, analyzes their disadvantages and advantages. The main requirements of the AQAP 2110 standard, which should be integrated with the requirements of the ISO 9001 standard in the context of the PDCA cycle ("Plan-Do-Check-Act"), are considered. The stages of the implementation of integrated QMS are described. The scheme of deliveries of products to the customer in which there is a certification of the quality management system of the manufacturer (supplier) by the external body on conformity assessment, control over the quality of production by military representation, and the government quality assurance GQA has resulted. Government quality assurance GQA means that the authorized national body carries out the process of assessing the conformity of the quality management system of the manufacturer (supplier) to the requirements of ISO 9001 and NATO standards AQAP 2000, which allows the customer to gain confidence in the quality of defense products. A special requirement is to draw up a Quality Plan, which defines the activities, processes, resources, responsibilities of the manufacturer, etc., to convince the customer and the GQA representative that the company can manufacture and supply products of appropriate quality and on time, because in case of defective products or failure to deliver is lost time for a replacement or waiting, and this is a constant risk to the country's combat readiness. Requirements for the content and design of the Quality Plan are given in the standard AQAP 2105. In addition to the above, the following specific requirements of AQAP 2110 are analyzed as the operation of the metrological support system at the enterprise according to DSTU ISO 10012, product configuration management with software according to ACMP 2100, risk management, etc.

scholarly journals PENERAPAN SISTEM AKUNTANSI PENGGAJIAN DALAM KAITANNYA DENGAN SISTEM MANAJEMEN MUTU (ISO 9001:2008) (STUDI KASUS PADA PT. RAHAYU SANTOSA)

2019 ◽  
Author(s):  
Iriyadi ◽  
Saras Ayu Adistya Nurdini
Keyword(s):  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Service Industries ◽  
International Standard Organization ◽  
Iso 9001 ◽  
Accounting System ◽  
Manufacturing Companies ◽  
System Implementation ◽  
International Standard

The accounting system is a very complex system in a company, it is necessary to ensure the system processes the company is running consistently and efficiently to produce a good performance. One way that can be applied to achieve the goal or objective is to be a synergy with the accounting system of quality management systems (ISO 9001: 2008) which is usually referred to by the International Standard Organization (ISO). Quality management system standards (ISO 9001: 2008) is a system that has standards or quality is good, which is already international. Quality management system standards (ISO 9001: 2008) is an international standard that is no stranger to manufacturing and service industries. Standards become mandatory for many manufacturers or companies to be able to compete in the international market, by demonstrating the consistency of the product quality. The purpose of this paper is: the first is knowing the payroll accounting system implementation at PT. Rahayu Santosa, second is knowing the implementation of quality management system (ISO 9001: 2008) at PT. Rahayu Santosa, and last is knowing payroll accounting system implementation in relation to the quality management system (ISO 9001: 2008) at PT. Rahayu Santosa. The methodology used in this study is the descriptive research method that studies carried out by means of a variable to describe and explain research on the author, as well as action research methods to obtain the necessary data.Payroll accounting system at PT. Rahayu Santosa still use the manual payroll accounting system or not computerized. Payroll accounting systems applied by PT. Rahayu Santosa is in conformity with the existing SOP PT. Rahayu Santosa and not found during the major findings of internal audit. Payroll system part of the ISO 9001 on the HR department.ISO 9001: 2008 is a quality management system standards issued by international organizations, which means that the product is not certified, but how to set up the system. The quality management system (ISO 9001: 2008) is a system implemented by PT. Rahayu Santosa in order to improve the quality of a product (goods or services). PT. Rahayu Santosa is one of the manufacturing companies that implement ISO 9001: 2008 since 2008.4Application of payroll accounting system does not have a direct relation with the quality management system (ISO 9001: 2008), but the quality management system (ISO 9001: 2008) ensure the procedure is good payroll system.Keywords : ISO 9001:2008 and Accounting System

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