Performance of processes in quality management of companies providing services

Abstract

Improving the quality of products, services and processes is currently very important for building the competitiveness of businesses on the markets. The aim of this paper was to propose a framework standardised model for measuring and evaluating processes’ performance in quality management for companies providing services. An empirical study in practice of Slovak businesses preceded the design of this model. The level of understanding and the use of methods and tools for measuring and evaluating processes’ performance in the area of quality were mapped through a questionnaire survey. This model reflects a run of single processes, activities and sequences that are necessary to be solved in the frame of implementation and improvement of quality in businesses providing services, through the use of appropriate methods and tools. It also captures the interaction of the customer in the process of service providing, the impact of customer on the quality of service and the evaluation of customers’ satisfaction.

Keywords: Quality management, processes, performance, companies providing services, model