Planiranje kvaliteta i analiza: ispitivanje i rangiranje kritičnih potreba korisnika integracijom tehnika Mystery Shopping i kritični incidenti

##plugins.themes.bootstrap3.article.main##

Milica Rajković Andrej Popadić Nikola Milosavljević

Apstrakt

 U ovom istraživačkom radu su prikazane tehnike koje se koriste za ispitivanje potreba korisnika radi planiranja kvaliteta. Akcenat je stavljen na kombinaciju tehnika za planiranje kvaliteta: mystery shopping i tehnika kritičnih incidenata. Pomenute tehnike su primenjene na primeru maloprodajnog objekta, koji se bavi prodajom i servisiranjem ručnih satova. Rad sumira pomenute tehnike i na praktičnom primeru pokazuje kako se kombinacijom tehnika dolazi do dvodimenzionalnog upitnika, koji na detaljan način ispituje potrebe i očekivanja korisnika u odnosu na važnost i zadovoljstvo. Cilj primene ovih tehnika, jeste da se nakon prepoznavanja kritičnih incidenata, potrebe rangiraju po njihovoj kritičnosti. Ove tehnike su veoma pogodne za korišćenje, jer se mogu generički primeniti na sve B2C organizacije, bez obzira na veličinu i delatnost te organizacije.


 

##plugins.themes.bootstrap3.article.details##

Kako citirati
RAJKOVIĆ, Milica; POPADIĆ, Andrej; MILOSAVLJEVIĆ, Nikola. Planiranje kvaliteta i analiza: ispitivanje i rangiranje kritičnih potreba korisnika integracijom tehnika Mystery Shopping i kritični incidenti. Zbornik Međunarodnog kongresa o procesnoj industriji – Procesing, [S.l.], v. 32, n. 1, p. 347-357, july 2019. Dostupno na: <https://izdanja.smeits.rs/index.php/ptk/article/view/5004>. Datum pristupa: 24 aug. 2019 doi: https://doi.org/10.24094/ptk.019.32.1.347.
Sekcija
Menadžment kvaliteta i standardizacija u organizacijama

Reference

[1] 9000 ISO, ISO 9000:2015 Quality management systems — Fundamentals and vocabulary, ISO - International Organization for Standardization, 2015.
[2] Allison P., Severt D. D., Initial and ongoing mystery shopper motivations: An empirical investigation by experience level and an application of the theory of motivational crowding, Journal of Hospitality Marketing & Management, 2012, pp. 61-80.
[3] Calvert Ph., It’s a mystery: Mystery shopping in New Zealand’s public libraries, Library Review, 2005, pp. 24–35.
[4] Carman James M., Consumer Perceptions of Service Quality: an Assessment of the SERVQUAL Dimensions, Journal of Retailing, 1990.
[5] Chen C. C., Chuang M. C., Integrating the Kano model into a robust design approach to enhance customer satisfaction with product design, International Journal of Production Eco-nomics, 2008.
[6] Filipovic Jovan, Djuric Mladen, Ruso Jelena, Sistem menadžmenta kvaliteta, Faculty of Organizational Sciences, Belgrade, Serbia, 2018.
[7] Flanagan J. C., The critical incident technique, The Psychological Bulletin, 1954, pp. 327-358.
[8] Ford R., Latham G., Lennox G., Mystery shoppers: A new tool for coaching employee performance improvement, Organizational Dynamics 40, 2011, pp. 157–164.
[9] Fotaki Why and how is compassionnecessary to provide good quality healthcare?, Interna-tional Journal of Health Policy and Management, 2015.
[10] Gordon Lori, The Critical Incident Technique, 2014.
[11] Gremler Dwayne D., The Critical Incident Technique in Service Research, Journal of Ser-vice Research, 2015.
[12] Haas Thomas, Holkeboer Robert, Planning Strategically for Quality, Report 12-93, New London, Connecticut : Center for Advanced Studies; United States Coast Guard Academy, 1993.
[13] Hesselink M, der Wiele Tom van Mystery Shopping: In-Depth Measurement of Customer Satisfaction, 2003.
[14] Hughes H [et al.] Exploring methods in information literacy research, Critical incident technique / book auth. Hughes Hillary., Wagga Wagga : Centre for Infromation Studies, Charles Sturt University, 2007.
[15] ISO Quality management principles, ISO - International Organization for Standardization. - 2015.
[16] Jacob Steve, Schiffino Nathalie, Biard Benjamin The mystery shopper: a tool to measure public service delivery? International Review of Administrative Sciences, 2016.
[17] Jougleux M., Enrichir l’approche the´orique de la qualite´ dans les services: qualite´ du Recherche et Applications en Marketing, 2008, pp. 19–46.
[18] Juran Joseph M., Godfrey Blanton A., Juran's Quality Handbook, The McGraw-Hill Companies, New York, USA, 1951.
[19] Juran Joseph M, Coletti John O, Early John F The Quality Planning Process, McGraw-Hill Companies, New York, USA, 1999.
[20] Južnik Rotar Laura, Kozar Mitja, The Use of the Kano Model to Enhance Customer Satisfaction, De Gruyter Open, Germany, 2017.
[21] Lewis Barbara R., Mitchell Vincent W., Defining and Measuring the Quality of Customer Service, Marketing Intelligence & Planning., 1990, pp. 11-17.
[22] Mijatovic Ivana, Quality Planning (Teaching matherials in Serbian Language), Faculty of Organizational Studies, Belgrade, Serbia, 2019.
[23] Ograjnšek Irena, Service Quality, Statistical Practice in Business and Industry, 2008.
[24] Parasuraman Parsu A., Berry Leonard L., Zeithaml Valarie A., SERVQUAL: A mul-tiple- Item Scale for measuring consumer perceptions of service quality, Journal of Retail-ing., 1988.
[25] Rahman R., Safeena P., Customer Needs and Customer Satisfaction. Training Manual on Theeranaipunya - A Capacity Building Training Programme - Equipping the Fisher women Youth for the Future, 2016, pp. 259-262.
[26] SCOPE Joint Action, Quality-Planning.pdf, 2016