engleski

Impact of Total Quality Management on business success by increase of company process maturity

This paper highlights the connection between business success and QMS based on business process orientation. The role of TQM is shown in enhancing business performance with an emphasis on modeling and analyzing, or on controlling of business processes, and this results as a reduction in operating costs, accelerate processes and continuously improving the quality and overall customer satisfaction. Goal is to achieve business excellence through QMS. It’s necessary to implement a BPMS with an emphasis on controlling of business processes, to define the mission, vision, values and strategic goals. In the strategic phase creating a BPM strategy classifies business areas and processes according to their impact on the realization of the key success factors and the quality of performance. The challenge is to implement this system in organizational and in the technological sense. It is continuous and integrated and it includes organizational and technological approach to BM. The results of the survey conducted in large Croatian companies on the impact of process maturity and implementation of the ISO system to business performance show and confirm that the impact of the QMS can be seen only through a holistic approach.

quality management ; business success ; business process management system ; process orientation ; holistic approach

nije evidentirano