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Applying the European Customer Satisfaction Index in the area of sport
Benda, Ondřej ; Šíma, Jan (advisor) ; Čáslavová, Eva (referee)
Title: Applying the European Customer Satisfaction Index in the area of sport Objectives: The main objective of this paper is to determine customer satisfaction of the Czech Association Sport for All (ČASPV) using the methodology of the European Customer Satisfaction Index (ECSI) and following the results of the research propose recommendations. The sub-objectives include modification of the ECSI methodology for the area of sport and comparison of the resulting ECSI index values in terms of the quality management system applied in ČASPV, different methods of determining the weights of measurable variables and already conducted research in the Czech commercial environment. Methods: The work uses, through the methodology of the European Customer Satisfaction Index (ECSI), the method of quantitative marketing research. For the primary data collection from ČASPV agents and clients, electronic and written inquiries were used. Results: According to the resulting ECSI index values, ČASPV clients have been very satisfied with the services and activities of the Association. In terms of the quality management system applied in ČASPV, the Sport for All (SPV) union group, which is linked to the system, achieved a higher ECSI value. When compared with already completed studies at commercial entities, the total...
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Audit of process management
Vostatková, Adéla ; Kala, Václav (advisor) ; Pavel, Pavel (referee)
The thesis focuses on Audit of process management. In a section Current issue, the basic terms related to the topic of thesis are defined, for example audit and its purpose in enterprise, procedural audit, process and process management with applied methods included. Furthermore, the theoretical part gives an explanation about terms connected to quality and relevant standards of ISO. Selected and monitored enterprise for this thesis is a construction company XY which deliveres turnkey constructions. The company is certificated with ISO norms 9001. In analytical part the author will provide a procedural analysis which is base on conversation and cooperation with liable employees. In these analyses the up to date process will be identified as well as evaluated. Then the author will evaluate the current process of output product´s quality by chosen analysis. The author will also make a review of economic performance of the company in relation to up to date process that are currently taking place in the company. Afterwards, the comparison of adjusted process with ISO 9001 requirements will be made. From acquired findings which will come out from previous analysis the author of thesis will make a proposal to leading which contains simplification of the process, the aim is to increase performance. The author will bring a statement in every single section and refers to prevention. The author suggests to perceive a quality as the most important factor of success to achieve customer´s satisfaction which brings higher profit at the end.
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Audit in system of firm quality
Benk, Petr ; Kala, Štěpán (advisor) ; Jaromír, Jaromír (referee)
The thesis titled Audit in system of firm quality is focused on acquiring basic knowledge and skills associated with the term audit, its definition, defining the principle and necessity in the context of integration into the company's organizational structure. It presents requirements on the auditor itself, the working methods used in the audit activities and claims on the processing of the audit report. Important is also familiarization with the actual quality management system, which is clearly becoming an important tool to obtain a competitive advantage on the market. Due to disagreement with the publication of the monitored entity's trade name, in terms of this thesis the author described the organization as the company D. By analysis of outcomes related to the implementation of internal audit quality management system were identified possible bottlenecks of the auditees. During the reporting period was found that approx. 30% of nonconformities is still repeating from previous audits, it clearly testifies to inefficient solution of measures for eliminating identified nonconformities. Based on these findings was performed an analysis of the causes and effects associated with the occurrence of recurrent nonconformities, where the most important causes are team identified. These causes in terms of importance were identified by Pareto analysis regarding to the process itself (the missing steps, identifying the beginning and the end, the distribution of nonconformities according to the importance, etc.). Subsequently was performed drafting of more efficient process model suitable for effective implementation of audits in system of firm quality. In a use of change management in the organization was the new process model put into practice, including performance of assessment, approval, implementation, verification and validation tasks. The benefit of this thesis is mainly the possible application of the modified process model of audit in system of firm quality, which allows rapid optimization of business processes and procedures.
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Evaluation of Quality of the Construction Site
Kramárová, Annamária ; Smital, Petr (referee) ; Tichý, Zdeněk (advisor)
The objective of my Bachelors project is to design improvements for directing and quality control of build structures.Methods for quality control are described in the theory part. Methods for quality control, analysis of the norm ČSN EN IS 9001:2009, product and build structure requirements are described in the theory part. In the practical part the analysis of directives for assessment, comparison of these directives with a concrete order and suggestions for improvements can be found.
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Quality Control Tools
Mužík, Lukáš ; Nosek, Aleš (referee) ; Fiala, Alois (advisor)
The subject of this thesis is the selection and implementation of new quality management tools in the selected engineering company INOX SERVIS s.r.o. The theoretical part deals with the different tools and methods of quality management and the analysis of current situation. Obtained information were used in the application of tools in the manufacturing process. Implementation was evaluated and other variants of possible process improvements were established.
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QMS for industrial company
Kopecký, Lukáš ; Kotek, Luboš (referee) ; Fiala, Alois (advisor)
The subject of this master´s thesis is the improvement of a quality management system in selected industrial company using the DMAIC methodology. For this purpose, current status of quality management system was analysed and compared with requirements of the ČSN EN ISO 9001 standard. Based on determined shortcomings, corrective measures were proposed. The measures related to process management and risk analysis were performed within the pactical part of this thesis.
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Quality management
JURKOVÁ, Anežka
The thesis whose title is "Quality management in chosen company" focused on selected company processes in terms of management and quality assurance. The aim of this thesis was the analysis of the process of quality management in the engineering company TIRAD, s. r. o. located in the Vysočina region. According to the findings of deficiencies in this company were provided suggestions and recommendations to improve these processes. The quality management system and all terms connected with this field were thoroughly described in the theoretical part of this thesis. All information about the quality management was taken from the Czech and English literature. In this part were also used reliable internet sources. The content of the practical part was the analysis of the current quality management system in a chosen company. In the thesis was at first characterized the company and then were also analyzed processes of the quality management system. For the analysis of these processes were used the qualitative methods. Based on the analysis of the quality management system in TIRAD´s company were discovered several flaws.
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Management of Nonconformities in Construction production company
Nykodým, Daniel ; Gajdošík, Jiří (referee) ; Tichý, Zdeněk (advisor)
The thesis deals with quality theory, quality management system based on the ISO ČSN EN 9001 norm and disagreement management in a construction production company. In addition, the work describes ways of reaching quality and principles of managing quality of a given product. Procedures, methods and appropriate measures emerging from the theory of managing product quality are followingly implemented into a proposal for leading a real construction production company.
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Process performance analysis
Řezníčková, Hana ; Koška, Petr (referee) ; Fiala, Alois (advisor)
This master´s thesis deals with analysis current state of the quality management system in the company TRANSELCO CZ s. r. o. For this purpose it was necessary to map the existing processes, examine the documentation, and then perform the internal audit. On the basis of the findings of this analysis was to identify recommendations which should serve to streamline and improve the quality management system and increasing the efficiency of processes.
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