20.500.12556/DKUM-39954 KAKOVOST KOT KLJUČ DO UČINKOVITEGA IN USPEŠNEGA PODJETJA QUALITY AS THE KEY TO AN EFFECTIVE AND SUCCESSFUL BUSINESS V diplomskem delu obravnavamo problematiko zagotavljanja kakovosti v poslovnem procesu. V teoretičnem delu predstavljamo model celovitega obvladovanja kakovosti – TQM in model poslovne odličnosti EFQM. Predstavimo tudi področje odnosov s kupci – CMR. Teorija je nujno potrebna za razumevanje kakovosti in odločitev podjetja, katera orodja in tehnike bo izbralo za svojo čim boljšo učinkovitost ter uspešnost na trgu. V drugem, empiričnem delu smo z raziskavo, ki smo jo opravili s pomočjo anketnega vprašalnika v srednje velikem podjetju, ugotavljali, kako naši kupci opredeljujejo kakovost, in ugotavljali tudi njihovo zadovoljstvo. Z anketo smo želeli pripomoči k oblikovanju izhodišč podjetja za naslednje leto. The thesis addresses issues of quality assurance in the business process. In the theoretical part we are introducing a model of Total Quality Management - TQM and European Foundation for Quality Management Model - EFQM. We describe also the field of Customer Relationship Management - CRM. The theory is necessary for understanding the quality and the company's decision what tools and techniques will be chosen for its optimal efficiency and performance in the market. In the second (empirical) part of thesis we carried out a questionnaire to determine how our customers define quality and to determine their satisfaction. With the survey we wanted to contribute to the formulation of the starting-point for the company for next year. kakovost celovito obvladovanje kakovosti – TQM model poslovne odličnosti EFQM odnosi s kupci zadovoljstvo Quality Total Quality Management – TQM European Foundation for Quality Management EFQM Customer Relationship Management – CRM Satisfaction true true false [A. Lupše] Slovenski jezik Angleški jezik Diplomsko delo 2013-03-20 15:47:15 2013-11-08 16:50:27 2022-05-12 23:20:01 2021-04-18 03:20:46 2013 0 Podčetrtek 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 005.6 11470876 URN:SI:UM:DK:UZEXDIGF VS_Lupse_Ales_2013.pdf VS_Lupse_Ales_2013.pdf 1 D0EFDD277CD7CD51757B1F6A50E380B9 5818c874c6c9b57ca60bc783285361701019bce405e33af338e1217e1e912a78 3e521ef4-7c09-11eb-bb7a-00155d0001ca 20.500.12556/dkum/776ad7ed-f7f4-4a8b-81b2-891c3bcc0094 https://dk.um.si/Dokument.php?lang=slv&id=54378 Ekonomsko-poslovna fakulteta 0 0 0