Performance of processes in quality management of wood-processing enterprises

Abstract

A measuring and evaluating of quality are critical factors that are responsible for customer satisfaction. The article deals with the issue of measuring and evaluating of processes` performance in quality management of Slovak wood-processing enterprises. A questionnaire method was used at primary level of information gathering. The questionnaire targeted 300 most significant Slovak wood-processing enterprises. It was found out that the most common methods of measuring and evaluating of processes` performance in quality management of Slovak wood-processing enterprises are universal indicators of process performance, indicators for measurement of production and non-production processes and benchmarking. Conversely, the least used methods are EFQM, Six Sigma and process controlling of quality. Based on the analysis of primary and secondary sources, a model for measuring and evaluating of processes` performance in the quality management system for small and medium as for large wood-processing enterprises was proposed.© 2015 The Authors. Published by Elsevier B.V. Peer-review under responsibility of Academic World Research and Education Center.

Keywords: Quality management; Processes; Performance; Wood-Processing enterprises; Model