engleski

Quality management systems at service organizations

Quality management systems in accordance with requirements of ISO 9001:2000 are implemented for some years in Croatia. First organizations that implemented these requirements were production companies from industry. During next few years more and more companies that are dealing with services were implementing requirements of this norm. Authors investigate differences at implementing requirements of norm ISO 9001:2000 at organizations dealing with production and services. Using statistical tests, elements of quality management system will be determined, which have significant number of non-conformities at organizations that are providing services. Data are obtained from actual internal and external quality audits at Croatian factories.

Quality management systems; ISO 9001:2000; services

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