Application of methods and techniques of quality in the continual improvements and development of the process within the Macedonian travel companies

Mitreva, Elizabeta and Jakovlev, Zlatko and Prodanovska, Vesna and Koteski, Cane (2011) Application of methods and techniques of quality in the continual improvements and development of the process within the Macedonian travel companies. In: Scientific conference with international participation, Opportunities and problems for the development of alternative forms of tourism in small villages, 14-16 March 2011, Plovdiv, Bugarija.

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Abstract

Within the companies dealing with tourism business it is necessary to respect the customers’ service standards. In order to provide a successful service it is necessary to apply ISO 9000, GMP and HACCAP standards through which the system for providing quality as well as the protection of the environment and respectability of the sturdy hygiene rules would be created. But, in order to provide successful action at the tourist companies it is not only necessary to build a system that would provide the already planned service quality but it is significant to establish an efficient control of processes to gain the defined quality even while the least working costs. The purpose of this paper is to present the importance into the establishment of quality of the tourist services in accordance with the customers ’ needs and desires for which the measures in practice appear as very rare. This paper provides an analysis for application of the quality methods and techniques within Macedonian companies. As of the results that are received from the research, the need of methodology for statistical process control as a subsystem of TQM (Total Quality Management) system is being imposed. For that purpose, during the projection of the standard operative procedures within tourist companies, it is necessary to implement a proper methodology for application of quality methods and techniques 2 through which the designed quality would be provided through an efficient control and least working costs.

Item Type: Conference or Workshop Item (Paper)
Subjects: Social Sciences > Other social sciences
Divisions: Faculty of Tourism and Business Logistics
Depositing User: Zlatko Jakovlev
Date Deposited: 11 Mar 2013 08:40
Last Modified: 17 Sep 2013 09:29
URI: http://eprints.ugd.edu.mk/id/eprint/5811

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