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This Thesis is focused on the quality management system. The aim of this Thesis is an analysis of the current situation of the quality management system. Suggest measures to improve that system based on the detected results. The Thesis is divided into two main parts. The first part presents readers the basic information about quality management system necessary for understanding this issue. This theoretical part is due to the practical part focused on quality management system according to ISO 9000 standards and also partly on integrated management system. The second practical part consists of three other individual parts, namely the characteristics of the selected company, an analysis of the current situation in the quality management system and suggestions to improve the current situation. The areas necessary to understand the way the company secures the system of quality are primarily analysed (the attitude of the company's leaders towards the quality system management, quality audit, economics of quality, quality system documentation, etc.). Main section of this part is a chapter devoted to suggestions, to improve the current situation, which in case of interest could be used by the selected company. While drafting the proposals the emphasis was focused on meeting the basic principles of quality management. All proposals are draw up with the intent to improve the quality of provided services and increase the satisfaction of company's customers.

The aim of this thesis is to analyze and assess the quality management system in a chosen firm and to propose measures that would lead to the improvement of its functioning. The theoretical part deals with quality management in manufacturing companies, describes the individual approaches to quality management, tools and methods. The practical part describes the quality management system in the company Robert Bosch, spol. s r.o., České Budějovice and its assessment is performed based on an analysis of documents relating to quality management, interviews with managers and employees of the quality department and observing the functioning of the quality management system. Thesis is then focused on several areas with potential for improvement. One of them is documenting of product audit, with lack of evaluation of the records of the tests. Proposed measure is electronic archiving of records and statistical processing of data from tests on these records listed. Another area is related to the archiving of samples. Set of measures to improve the samples archiving system is applied, together with cost saving measures.

This thesis deals with the application of quality management in the unconventional field of logistics that are increasingly becoming inseparable parts. The aim of the thesis is to find out logistics provider's attitude and opinion about various aspects of the quality, their interest in quality management and especially its usefulness in the real world. Secondary aim is to analyze the concept of quality management, methods being used and matter of connection with logistics. The theoretical part of the thesis focus on historical development and definition of the quality. There are methods being used to improve the quality, strategic importance of quality management and different types of quality awards in Czech Republic and around the world. In the next chapter are the most frequently discussed approaches to quality management as ISO 9000 standards and Total quality management. Following section is devoted to logistics and logistics providers. Last chapter deals with customer satisfaction in 21st century and customer expectations. Practical part is centered on creation of the survey, evaluation of the obtained data and the final result.

Submitted by Andre Luiz Correa (andreluizcorrea@outlook.com) on 2018-09-19T14:36:13Z No. of bitstreams: 1 Dissertação_André Luiz Corrêa.pdf: 1701858 bytes, checksum: 65f09c0b53af1e89dac3e1238dd5ec93 (MD5) / Approved for entry into archive by Neli Silvia Pereira null (nelisps@fcav.unesp.br) on 2018-09-19T19:42:04Z (GMT) No. of bitstreams: 1 correa_al_me_jabo.pdf: 1701858 bytes, checksum: 65f09c0b53af1e89dac3e1238dd5ec93 (MD5) / Made available in DSpace on 2018-09-19T19:42:04Z (GMT). No. of bitstreams: 1 correa_al_me_jabo.pdf: 1701858 bytes, checksum: 65f09c0b53af1e89dac3e1238dd5ec93 (MD5) Previous issue date: 2018-08-31 / O objetivo geral desta pesquisa foi identificar em que grau os princípios de gestão da qualidade estão inter-relacionados. O primeiro objetivo específico foi identificar o nível de implementação dos princípios de gestão da qualidade na organização. O segundo objetivo específico foi reduzir o conjunto inicial de vinte e uma variáveis para poucas variáveis que expliquem como esses princípios de gestão estão inter-relacionados. O terceiro objetivo foi direcionar a organização para a implementação de ações de melhoria sobre os princípios de gestão que minimizem esforços e recursos necessários. Foi realizado um estudo de caso em uma organização industrial certificada ISO 9001 envolvida na cadeia de suprimentos sucroenergética. O instrumento de coleta de dados foi elaborado tendo como referência a norma ISO 10014. Inicialmente o questionário foi aplicado para um grupo de doze respondentes de perfis distintos para verificar o nível de dificuldade no entendimento das questões. Foi calculado o coeficiente de Cronbach sendo obtido um valor de ∝=0,94, demonstrando forte consistência interna no questionário. Foram obtidas 98 respostas completas que foram analisadas por meio de técnicas estatísticas descritivas e multivariadas, como a análise de fatores por componentes principais e análise de agrupamentos. Para as análises estatísticas foram utilizados os softwares Excel® 2016 e Statistica® 7.0. Por meio da análise de fatores as vinte e uma variáveis iniciais foram reduzidas a dois fatores, que foram denominados gestão de processos e gestão de pessoas. Foram realizadas análises de agrupamentos por métodos hierárquicos e não-hierárquicos e verificou-se que as variáveis pertencentes a cada grupo são as mesmas variáveis com cargas fatoriais elevadas em cada fator. Conclui-se que que os objetivos da pesquisa foram plenamente alcançados demonstrando a eficácia da aplicação de técnicas multivariadas para compreensão de fenômenos resultantes da ação de variáveis inter-relacionadas. Salienta-se que os resultados da pesquisa não podem ser generalizados para outras organizações, devido a análise específica de um caso. / The general objective of this research was to identify to what degree the principles of quality management are interrelated. The first specific objective was to identify the level of implementation of the principles of quality management in the organization. The second specific objective was to reduce the initial set of twenty-one variables to a few variables that explain how these management principles are interrelated. The third objective was to direct the organization to the implementation of improvement actions on the management principles that minimize the efforts and necessary resources. A case study was carried out in an ISO 9001 certified industrial organization involved in the sugarcane supply chain. The data collection instrument was developed with reference to ISO 10014. Initially the questionnaire was applied to a group of twelve respondents from different profiles to verify the level of difficulty in understanding the issues. The Cronbach coefficient was calculated and a value of α = 0.94 was obtained, showing a strong internal consistency in the questionnaire. A total of 98 responses were obtained, which were analyzed using descriptive and multivariate statistical techniques, such as principal components factor analysis and cluster analysis. For the statistical analysis, the software Excel® 2016 and Statistica® 7.0 were used. Through the factor analysis, the twenty-one initial variables were reduced to two factors, which were called process management and people management. Cluster analyses were performed by hierarchical and non-hierarchical methods and it was verified that the variables belonging to each group are the same variables with high factor loads in each factor. It is concluded that the objectives of the research were fully achieved demonstrating the effectiveness of the application of multivariate techniques to understand phenomena resulting from the action of interrelated variables. It should be noted that the results of the research cannot be generalized to other organizations, due to the specific analysis of a case.

The master thesis is dealing with customer-supplier relationship, specifically with the suppliers` quality management as seen by the customer. Analysis of the initial status and proposal of applicable changes in the organization are included. The main goal is continuous improvement of supplier quality.