For this work a firm called ČSAD JIHOTRANS a. s., which provides transport services and holds certified norms ČSN EN ISO 9001, ČSN EN ISO 14001 a ČSN EN ISO 22000, was chosen. The goal of this thesis was to analyse the quality management system in the company with specialisation on ?regular and irregular transport of passengers?, to compare constituent conceptions of quality management and to suggest potential changes. In the main part a research in the chosen company is described. This research is aimed on an analysis of costs related to quality, the development of reclamations, a questionnaire examination for an evaluation of customer satisfaction, the efficiency of the process ?regular and irregular transport of passengers? and a comparison of constituent conceptions of quality management.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:53431 |
| Date | January 2010 |
| Creators | GREGOROVÁ, Vendula |
| Source Sets | Czech ETDs |
| Language | Czech |
| Detected Language | English |
| Type | info:eu-repo/semantics/masterThesis |
| Rights | info:eu-repo/semantics/restrictedAccess |
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