Subject: Quality management system in services (17.IM1617 )
Native organizations units: Department of Industrial Engineering and Engineering Management, Chair of Quality, Effectiveness and Logistics
The subject Quality Management System In Service Provision is studied in order to obtain basic knowledge regarding the quality management system in service activities. Subjects include activities in service processes relating to the management system, management responsibility, resource management and management of basic processes, as well as measurement and monitoring of providing services.
Student is, as a future modern manager, presented basic guidelines for quality management of service provision processes. With regard to the relationship between service and manufacturing jobs in the modern business world, these skills are essential to every manager.
Basic terms and definitions, Characteristics of a service, Quality loop in service provision, Marketing process, The design of a service, Service provision, Service quality assessment, Analysis improvement of service quality, Documenting
Lectures, Auditorial and laboratory exercises. Consultations. Estimate is based on laboratory exercises sucess, group tasks and exam.
| Authors | Title | Year | Publisher | Language |
|---|
| Course activity | Pre-examination | Obligations | Number of points |
|---|---|---|---|
| Written part of the exam - tasks and theory | No | Yes | 50.00 |
| Project | Yes | Yes | 40.00 |
| Lecture attendance | Yes | Yes | 5.00 |
| Exercise attendance | Yes | Yes | 5.00 |
Assoc. Prof. Vulanović Srđan
Associate Professor
Lectures
Asst. Prof. Janković Marina
Assistant Professor
Practical classes
Faculty of Technical Sciences
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© 2024. Faculty of Technical Sciences.