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Optimalisation options of customer processes Harušťáková, Pavlína ; Hykš, Ondřej (advisor) ; Caban, Ivan (referee) The graduation theses deals with producing the draft for optimalisation options in Slovak Railway Company. The theses in theoretical part defines chosen basic requirements of Quality Management,defines the notions as customer satisfaction, measurement of quality, process management and improvement. It outlines the options for optimalisation bases of customer processes, that are determination, precise analysis and formulation of measurable criteria and finally proposes the optimalisation.The theses is connected with the results of questioning in bachelor theses. Detailed record

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