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Řízení kvality jako nástroj pro zajištění konkurenceschopnosti poskytovatelů služeb v cestovním ruchu
NOVOTNÁ, Jana
This dissertation deals with the issue of increasing the quality of services provided in the field of tourism. It is especially focused on the Czech Service Quality System (CSQS), which represents such a quality management tool in the market environment of the Czech Republic. This system has been operating as a quality management tool for ensuring competitiveness in the conditions of the Czech Republic since 2010. After a 10year period, it is therefore appropriate to verify and evaluate its current use in practice. The main goal of the work is to analyse the current level of implementation of this tool and its practical use. The research verifies the use of the Czech system of service quality both among the managers of selected tourism organization certified in the system and from the point of view of consumers themselves. Partial goals of the work are the detailed description of the Czech Service Quality System, including the reasons that led to the implementation of this system, the description of its operation, including a detailed procedure in various stages of certification, but also a comparison with analogous systems operating in Germany (ServiceQualität Deutschland) and in Switzerland (Quality Programme of Swiss Tourism). In the light of the findings, there will be an overall assessment of the degree of adaptation of the system and its success from the perspective of all stakeholders in tourism, as well as proposing possible recommendations to support and expand its practical use.
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Quality Management in an Selected Social Organization
SEDLÁČKOVÁ, Michaela
The bachelor's thesis is focused on ways of managing and ensuring quality at a selected organization in the social field, specifically in a home for the elderly. In the Czech Republic, the population is aging, human life expectancy is increasing, and the proportion of seniors is increasing. For these reasons, ever higher demands are placed on the provision of quality social services for the elderly. The quality of home for seniors is primarily determined by the satisfaction of home users, but also by many other tools. Despite the fact that ensuring the quality of service provision is very exacting, there are several ways for employees to achieve quality services. It is up to the workers to combine the provision of quality services and at the same time create such conditions that will enable seniors to remain as self-sufficient as possible. The theoretical part defined the basic concepts which are closely related to the topic of the work. In the practical part, the main research question concerning management methods and quality assurance in the May Home for the Elderly in České Budějovice was answered. Furthermore, constituent research questions concerning Quality Standards in social services introduced in the given social facility were answered. The results were obtained by a qualitative research strategy, a method of secondary data analysis and questioning. The chosen technique was semi-structured interviews, which were conducted with the director and social worker of the May Home for the Elderly in České Budějovice. The results of the research represent mainly the diversity of tools and methods for managing and ensuring the quality of services in a specific home for the elderly. These methods start with certified concepts and end with often neglected supervision and professional education and training for employees. The results of the practical part also represent a developed SWOT analysis and analysis of Quality Standards of Social Services. These analyses were compared and then the proposed recommendations and feedback for specific organizations emerged.
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The importance of quality management in the initial stages of production
BENEŠOVÁ, Klára
This thesis focuses on the management of quality. The main goal was to analyze the quality management system in the initial stages of production of a particular company and to give a recommendation how to improve this system considering results and information that were found. The theoretical part was prepared from professional literature and electronic sources. The basic concepts of quality management were explained here.The practical part focuses on the company in the South Bohemian region. This thesis presents the characteristics of the company and an analysis of the current state of the quality system during the incoming inspection of materials and components. Emphasis is placed on the handling of goods that must not be damaged before being allowed into production. The implementation of all these recommendations should lead to increase quality and to streamlining the whole process of the company.
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The optimalization of applying internal audits in the system of healthcare organization management
Hybnerová, Petra ; Havrdová, Zuzana (advisor) ; Opočenská, Martina (referee)
The diploma thesis is focused on the problematics of internal audits in a health care organisation. The aim of the thesis is to examine, which factors influence the approach of employees towards the system of internal audits in a specific health care organisation and how to optimalize this system. Key words are defined in the theoretical part and include these terms: organizational culture, engagement of employees, approach, motivation, communication and change. Different points of view are described with specification of how we approach them in the diploma thesis. We deal with internal audits in detail in connection with the systems of quality management in health care in the Czech Republic. We also briefly describe the relevant legislation with regard to Act No. 372/2011 Coll., on health services and conditions of their provision. In the analytical-research part we use the qualitative research to realize the aim of the diploma thesis. The output from the research are practical recommendations for further development of the team of internal auditors. Internal auditors have significant influence on the attitude of employees towards the whole system. The research shows the need of creating space for providing feedback and reflection as a tool for continual improvement of processess and their quality...
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Implementation of nursing practice standards in Nachod Regional Hospital
Fialová, Kateřina ; Vrzáček, Petr (advisor) ; Slanina, Petr (referee)
8 ABSTRACT Title: Implementation of nursing practice standards in Nachod Regional Hospital Author: Kateřina Fialová Department: Charles University in Prague, Faculty of Humanities, Department of Management and Supervision in Social and Health Organisations Supervisor: Mgr. Petr Vrzáček, Department of Management and Supervision in Social and Health Organisations The focus of the thesis was development and especially implementation of nursing practice standards as well as exploration of non-medical health professionals' attitudes towards this process in Nachod Regional Hospital. The theoretical part clarified the concept of quality, standard, audit, accreditation, certification and also addressed the role of health and nursing care management in quality control. The practical part was divided into three research sections. The first one diagnosed nursing practice standards, their prototype version above all. The findings from this diagnosis provided two recommendations - to revise current version of methodology for standard process creation and to start changing health professionals' attitudes towards standards and standardization of nursing practice. The quantitative research in the second section analysed in detail attitudes and motivation of non-medical health professionals to make the development...
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Řízení kvality v podmínkách výrobce plastových dílů pro automobilový průmysl
Kryštofová, Marcela
This diploma thesis focusses on quality management system settings in accordance with the international standard ISO/TS 16949 in the conditions of a medium-sized enterprise, a supplier for the automotive industry. The theoretical part of the thesis is based on professional literature, including professional articles, and describes individual theoretical outcomes, which are subsequently applied in the practical part. The practical part of the thesis concentrates on the project of the implementation of this standard into the structure of medium-sized enterprises. Furthermore, the thesis evaluates financial and temporal difficulties with regard to the introduction of certification. It also provides an analysis of key processes, proposes a process map and offers a risk analysis via the method FMEA as well as an assessment of individual tools of quality management. Overall, the thesis provides a holistic overview of the issue concerning the implementation of quality management system in the conditions of the supplier for the automotive industry.
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Řízení kvality destinace jako produktu cestovního ruchu
Mlejnková, Kateřina
The diploma thesis deals with the quality of tourism services in the city and its evaluation. As a source of data, primary research of service providers in the urban destination as well as the secondary data from previous researches was used. The overall objective was to evaluate approaches to the quality of tourism services in urban destinations. At the same time, the most important quality factors influencing the demand from the point of view of service providers was determined thus the cultural-social attractions, accommodation and boarding. The findings of the thesis are the proposal for evaluation of the product quality in a case study Brno and surrounding (Brno a okolí), the contribution is an increase of the demand for the destination and its turnout.
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