Quality management in service activities

Brajević, Irena and Domazet, Ivana and Marjanović, Darko (2020) Quality management in service activities. Balkan economic review, 3. pp. 6-20. ISSN 2726-5498

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Abstract

The function of quality is gaining in importance and quality is becoming a basic factor in the survival and development of the company. Due to the need to ensure that their organization, product or service is of consistent quality, companies introduce QM (Quality Management) into their business. Quality on the one hand is a set of properties, and on the other hand, it is about meeting the needs and expectations of customers. Quality management is an ongoing process, which is evolving and changing with the aim of ensuring the projected quality of the product or service is provided as successfully and objectively as possible. In doing so, companies use various tools and methods that enable the identification of key factors that have a decisive influence on ensuring the required quality of a product and/or service. The main goal of this paper is to present the properties, characteristics and ways of measuring the quality of services as well as how the companies engaged in services industry manage quality. Since the end of the 20th century, more and more attention is paid to the quality of services, and the main conclusion from the management point of view is that it is necessary to acquire new and retain existing customers, where the quality of products and services is crucial in this process.

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