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SM ISO690:2012 BOGHIU, Valentina. Formarea culturii în domeniul calității – necesitate pentru îmbunătăţirea serviciilor publice. In: Teoria şi practica administrării publice, 20 mai 2016, Chișinău. Chisinau, Moldova: S.C. „Garamont-Studio” S.R.L., 2016, pp. 451-453. ISBN 978-9975-3019-6-1. |
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Teoria şi practica administrării publice 2016 | ||||||
Conferința "Teoria şi practica administrării publice" Chișinău, Moldova, 20 mai 2016 | ||||||
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Pag. 451-453 | ||||||
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Quality management ensures that an organization, product or service is consistent. It has four main components: quality planning, quality assurance, quality control and quality improvement. Quality management is focused not only on product and service quality, but also on the means to achieve it. Quality management, therefore, uses quality assurance and control of processes as well as products to achieve more consistent quality. Quality management is a recent phenomenon. Advanced civilizations that supported the arts and crafts allowed clients to choose goods meeting higher quality standards rather than normal goods. In societies where arts and crafts are the responsibility of master craftsmen or artists, these masters would lead their studios and train and supervise others. The influence of quality thinking has spread to non-traditional applications outside of walls of manufacturing, extending into service sectors and into areas such as sales, marketing and customer service. |
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