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    Wyświetlanie 1-3 z 3
    Tytuł:
    Customer satisfaction analysis for assembly services
    Autorzy:
    Czerwińska, Karolina
    Pacana, Andrzej
    Powiązania:
    https://bibliotekanauki.pl/articles/1930211.pdf
    Data publikacji:
    2020
    Wydawca:
    Politechnika Śląska. Wydawnictwo Politechniki Śląskiej
    Tematy:
    Servqual method
    CSI indicator
    quality management
    comprehensive quality
    metoda Servqual
    wskaźnik CSI
    zarządzanie jakością
    jakość kompleksowa
    Opis:
    Purpose: The aim of the study was to analyze and determine the level of satisfaction of individual customers in the field of transport and installation of wooden doors. Design/methodology/approach: The assessment was carried out using the Servqual method within the five dimensions of providing a comprehensive service in terms of materiality, reliability, responsiveness to customer expectations, expertise and empathy. The survey was conducted on the basis of questionnaires, interviews with customers who used the service and observations. Findings: On the basis of the research, it was found that the quality level of provided transport and assembly services is at a good level. In the opinion of customers, the assessment of the quality of services provided was over 4.3. Research limitations/implications: In order to improve and enhance the level of customer satisfaction, remedial actions were proposed - additional training for transport and assembly groups. Practical implications: Future research carried out in the analyzed company will allow to checking the impact of implemented countermeasures on the level of customer satisfaction. The methodology presented should be applied in companies that care about the quality of services offered. The limitations that may occur are related to the possible reluctance of customers to express an opinion on the service provided. Originality/value: The research is a useful study indicating the possibility of implication of the Servqual method in service enterprises wanting to check the level of customer satisfaction.
    Źródło:
    Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska; 2020, 143; 35-46
    1641-3466
    Pojawia się w:
    Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Improving the process of analysing the causes of problem by integrating the Ishikawa diagram and FAHP method
    Autorzy:
    Pacana, Andrzej
    Siwiec, Dominika
    Powiązania:
    https://bibliotekanauki.pl/articles/1931395.pdf
    Data publikacji:
    2020
    Wydawca:
    Politechnika Śląska. Wydawnictwo Politechniki Śląskiej
    Tematy:
    quality management
    mechanical engineering
    linear indication
    Ishikawa diagram
    FAHP method
    zarządzanie jakością
    budowa maszyn
    wskazanie liniowe
    diagram Ishikawy
    metoda FAHP
    Opis:
    Purpose: The analysis process of the causes of the problem by often used the Ishikawa diagram is not effective when knowledge is lacking with regard to the particular causes and their validity about the problem. Moreover, its subjectivity is affected by the people undertaking the analysis. The aim of this paper is to reveal ways of improving the analysis process of problem causes by utilising the new method of integrated techniques, i.e.: Ishikawa diagram and FAHP method. Design/methodology/approach: An analysis process of problem causes was made by utilizing the integrated techniques, i.e.: Ishikawa diagram and FAHP method. The problem was identified after the FPI method, and it was a linear indication on the bearing cover from 410 steel. Findings: It was shown that implementing the FAHP method in the Ishikawa diagram allows a numerical analysis of the main causes of the problem. Research limitations/implications: Future analysis should be undertaken by applying the 5Why method, in order to fully identify the root cause of the problem. Practical implications: A new method can be used to precisely and reliably analyse different types of problems. Social implications: This method is an effective tool that supports the process of analysing the causes of the problem, and thus the process of making multi-criteria decisions. Originality/value: The article proposes a new method for integrating analysis techniques, i.e. the Ishikawa diagram and the FAHP method, which can be effective in precisely and reliably assessing the causes of the problem.
    Źródło:
    Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska; 2020, 143; 247-257
    1641-3466
    Pojawia się w:
    Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    The proposition of the method improving the identify the root of problem
    Autorzy:
    Siwiec, Dominika
    Pacana, Andrzej
    Powiązania:
    https://bibliotekanauki.pl/articles/1927450.pdf
    Data publikacji:
    2020
    Wydawca:
    Politechnika Śląska. Wydawnictwo Politechniki Śląskiej
    Tematy:
    quality management
    mechanical engineering
    incompatibility of product
    improving the quality
    mixed method
    zarządzanie jakością
    budowa maszyn
    niekompatybilność wyrobu
    poprawa jakości
    metoda mieszana
    Opis:
    Purpose: The aim of the work was to propose the integrated decision method with quality techniques to precision identify the root of the problem. Design/methodology/approach: The proposed method was integrated methods as the Ishikawa diagram, 5Why method and AHP method. An idea of the proposed method was improving the process of identifying the problem by using a new mixed-method, ie. after Ishikawa diagram the methods 5Why and AHP. Findings: It was demonstrated, that it is purposeful using the proposed mixed method (ie. qualitative and quantitative) to expand the horizon of identifying the root cause. Research limitations/implications: The limitation is the subjectivism of the entity using the method, which is revealed during assessing the causes of a problem. Therefore, future works will be based on the minimalization of subjectivism by using the fuzzy Saaty scale. Practical implications: The proposed method is a new approach to analyse different types of problems and support the process of solve decision problems. Therefore, this method can be practice in service and production enterprises to identify the root of product incompatibility. Social implications: Using the method allows improving the process of making the decision about causes of the problem, and limits the possibility of wrong decision about the source of the problem. Originality/value: The proposed method was used a new proposal of mixed-method, ie. it was used integrated the Ishikawa diagram, 5Why method and AHP method. The presented method is some kind of a new approach to identify the root of the problem.
    Źródło:
    Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska; 2020, 148; 695-708
    1641-3466
    Pojawia się w:
    Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
      Wyświetlanie 1-3 z 3

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