Application of Total Quality Management (TQM) in the Macedonian Railways - transport in the Republic of Macedonia

Mitreva, Elizabeta and Nikolov, Elenior and Nikolova, Biljana (2016) Application of Total Quality Management (TQM) in the Macedonian Railways - transport in the Republic of Macedonia. Calitatea-acces la succes, 17 (151). pp. 55-60. ISSN 1582-2559


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The subject of this paper is the design and implementation of the philosophy of total quality management (TQM) in some segments of Macedonian Railways - Transport which produce services of public interest in the Republic of Macedonia. By analyzing the company's business processes and optimizing them to achieve consistently exceeding the growing expectations of service users. Special activities are analyzed in control department of revenue or in business process of data input from the tickets where mistakes are detected on a monthly basis. To this aim, is used the TQM methodology which is based on exploiting the knowledge of all employees and operating teams in the continuous improvement of business processes, including the methods and techniques for faultless operation. The results of this study showed that the application of total quality management in Macedonian Railways - Transport not only lead to improvement of service quality, but also increased productivity and cost optimization of quality. In the future, the implementation of this methodology in the company will not only enable satisfaction of service users, but also satisfaction to suppliers, employees and the community. Keywords: Improvement of quality control charts, Pareto analysis, Ishikawa diagram, Total quality management (TQM).

Item Type: Article
Subjects: Social Sciences > Economics and business
Divisions: Faculty of Tourism and Business Logistics
Depositing User: Elizabeta Mitreva
Date Deposited: 14 Apr 2016 11:39
Last Modified: 14 Apr 2016 11:39

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