Prikaz osnovnih podataka o dokumentu
Upravljanje upotrebnim kvalitetom održavanja motornih vozila u autoservisima
Quality of service management in automotive service stations
dc.creator | Velimirović, Dragana | |
dc.creator | Duboka, Čedomir | |
dc.creator | Velimirović, Milan | |
dc.date.accessioned | 2022-09-19T19:29:51Z | |
dc.date.available | 2022-09-19T19:29:51Z | |
dc.date.issued | 2022 | |
dc.identifier.issn | 1451-2092 | |
dc.identifier.uri | https://machinery.mas.bg.ac.rs/handle/123456789/3737 | |
dc.description.abstract | Isporuka kvalitetnih proizvoda/usluga koji zadovoljavaju ili prevazilaze očekivanja potrošača je osnova za uspeh svake organizacije današnjice. Zbog toga se kvalitetom mora upravljati. Svrha ovog rada je uspostavljanje modela za upravljanje kvalitetom održavanja vozila. Da bi se postigao ovaj cilj, potrebno je da se prvo identifikuju indikatori kvaliteta ovih usluga. Na osnovu identifikovanih indikatora kvaliteta i teorijskih i praktičnih znanja iz oblasti upravljanja kvalitetom, formiran je instrument za merenje kvaliteta procesa održavanja motornih vozila u autoservisima. Na osnovu njega je formiran model za upravljanje kvalitetom. Predstavljen je i primer upravljanja kvalitetom održavanja motornih vozila na osnovu formiranog modela. Razvijena metodologija se može uopštiti i primeniti i na druge uslužne delatnosti. | sr |
dc.description.abstract | Quality is the basis of the existence of any modern organization. Delivery of quality products/services satisfying or exceeding consumer expectations is imperative for the success of any organization. Therefore, quality must be managed. The purpose of this work is to establish a model for quality management of vehicle after-sale maintenance activities. To achieve this goal it was first necessary to identify quality indicators. An instrument for quality measurement of after-sale vehicle maintenance activities was afterward established, based on identified quality indicators and theoretical and practical knowledge in the field of quality management, to be followed by a model for quality management. An example of quality management of vehicle maintenance with the implementation of the established model was also presented. The developed methodology may be generalized and applied to other service industries. | en |
dc.publisher | Univerzitet u Beogradu - Mašinski fakultet, Beograd | |
dc.rights | openAccess | |
dc.rights.uri | https://creativecommons.org/licenses/by/4.0/ | |
dc.source | FME Transactions | |
dc.subject | quality of service management | en |
dc.subject | quality measurement instrument | en |
dc.subject | quality indicators | en |
dc.subject | motor vehicle maintenance | en |
dc.title | Upravljanje upotrebnim kvalitetom održavanja motornih vozila u autoservisima | sr |
dc.title | Quality of service management in automotive service stations | en |
dc.type | article | |
dc.rights.license | BY | |
dc.citation.epage | 138 | |
dc.citation.issue | 1 | |
dc.citation.other | 50(1): 131-138 | |
dc.citation.rank | M24~ | |
dc.citation.spage | 131 | |
dc.citation.volume | 50 | |
dc.identifier.doi | 10.5937/fme2201131V | |
dc.identifier.fulltext | http://machinery.mas.bg.ac.rs/bitstream/id/2285/3734.pdf | |
dc.identifier.scopus | 2-s2.0-85126366949 | |
dc.identifier.wos | 000754376100012 | |
dc.type.version | publishedVersion |