Client Communications and Quality Satisfaction in Project-based Company
Customer focus and communications with clients have been in the center of the modern quality management for a long time. Whilst much has been written about qualitative aspects of client communication in the quality management systems only few researchers attempted to investigate empirically and quantitatively the potential interplay between client communication and quality. This article examines the possible correlation between the intensity of communications with clients at different stages of the turnkey furniture and interior projects, on one hand, and the client satisfaction with quality and non-quality costs, on the other hand. The findings indicate that many client interaction frequency metrics correlate with the client quality satisfaction and non-quality costs. Moreover, it can be stated with some caution that the high frequency of client interaction at the early stage of the project has a positive impact on the quality satisfaction and non-quality costs. Based on the findings, this study discusses managerial implications concerning the importance of the early involvement of the client and intense communications with the project team.
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.
A global focusing on a sustainable economy requires redirection of corporate governance toward sustainability. One of the important ways for management is a quality management as it is focused on continuous improvement of all business processes and therefore – contribute to long-term performance. The basic problems in this case are the searching for the most effective organizational model of quality achievement and the reasons for firm to implement quality management system (QMS) which is relevant to its sustainable business perspective. Insufficiency of the problem development of companies’ stimulation to implement QMS ISO 9000, make the paper urgent. The purpose of the study is an examination of the motivation for QMS ISO 9000 implementation for the emerging economies firms. The informational base of empirical cross country analysis was 2002–2009 data of Business Environment and Enterprise Performance Survey (BEEPS) of WB and the European Bank for Reconstruction and Development (EBRD). Study targets are the firms, which have implemented QMS ISO 9000 and located in the three groups of countries: the Commonwealth of Independent States (CIS), new members of the EU countries and countries of the Southern Europe - not EU members. The main finding is the identification of similarities and differences in motivations of firms from the tree groups emerging economies, which has implemented QMS ISO 9000.
The article describes the pattern, which allows to evaluate project management maturity in a company and to formulate recommendations related to management evolution. The results of evaluating the level of project management maturity in Russia are compared to that in the United States.
управление проектами, модели зрелости управления проектами, оценка зрелости управления проектом, project management, patterns of project management maturity, evaluation of project management maturity
This article is intended to summarize the key works on Quality Management in order to obtain a unified theoretical basis. Applicability to Russian companies is discussed. Differences between the classic quality paradigm and the TQM ideas are focused and studied thoroughly. Basing on the most recognized works of Crosby, Juran and Deming, the history of Quality Management ideas development is shown. Mechanisms of impact of implemented quality management systems on company results are shown, since it is required in order to perform an empirical study of quality management effectiveness. Also several aims for empirical studies are proposed. Possibility of Quality Management implementation for Russian companies is also discussed.
In this paper some of the task assignment methods and approaches are examined. The analysis of the algorithms considered is showing their strengths and weaknesses. Also, the ways of further research are presented, which aims to develop a methodology for task assignment in project management area.
Smoking is a problem, bringing signifi cant social and economic costs to Russiansociety. However, ratifi cation of the World health organization Framework conventionon tobacco control makes it possible to improve Russian legislation accordingto the international standards. So, I describe some measures that should be taken bythe Russian authorities in the nearest future, and I examine their effi ciency. By studyingthe international evidence I analyze the impact of the smoke-free areas, advertisementand sponsorship bans, tax increases, etc. on the prevalence of smoking, cigaretteconsumption and some other indicators. I also investigate the obstacles confrontingthe Russian authorities when they introduce new policy measures and the public attitudetowards these measures. I conclude that there is a number of easy-to-implementanti-smoking activities that need no fi nancial resources but only a political will.
One of the most important indicators of company's success is the increase of its value. The article investigates traditional methods of company's value assessment and the evidence that the application of these methods is incorrect in the new stage of economy. So it is necessary to create a new method of valuation based on the new main sources of company's success that is its intellectual capital.
портовый менеджмент, показатели деятельности, анализ эффективности, система учета, распределение издержек, методы анализа деятельности портовой системы
At present many industries reveal tendency for setting up of vertically integrated companies (VIC) the structure of which unites all technological processes. This tendency proved its efficiency in oil industry where coordination of all successive stages of technological process, namely, oil prospecting and production -oil transportation - oil processing - oil chemistry - oil products and oil chemicals marketing, is necessary. The article considers specific features of introduction of "personnel management" module at enterprises of oil and gas industry.
vertically integrated companies; personnel management