• A
  • A
  • A
  • АБB
  • АБB
  • АБB
  • А
  • А
  • А
  • А
  • А
Обычная версия сайта

Глава

The Innovative Model of Quality Management in Telecommunication Services

P. 117-123.
Faerberg E.

Today the increasing number of constant consumers is a strategic aim for any organization which is possible to be achieved only under condition of continuous perfection of organizational activity quality. If the service representation doesn't correspond to the consumers’ expectations they lose their interest to the service organization, if it does correspond or surpass their expectations they probably would readdress to service provider. For this reason the service organization should more precisely reveal consumers requirements and expectations, namely provider should constantly measure its service quality.

In the given work approaches by the Russian and foreign researchers in the field of quality management are studied and analyzed in details, namely:

- approaches to the «service quality» definition;

- the basic components of service quality management process;

- service organization quality model.

The purpose of research work consists of ISQM (Innovation System of Quality Management) model creation taking into account features of TCS providing, which, in turn, is targeted on TCS company purposes achievement in the field of quality by means of:

- setting the control values of TCS quality indicators;

- measuring of the reached results and their comparison with expected results;

- effective management decision making as a result of carrying out the analysis of managerial activity in the field of quality on the basis of the report containing recommendations for the company activity improvement, prepared due to the results of measuring and collecting quality indicators.