Mogućnosti primene 8D metodologije za poboljšanje kvaliteta u IT kompanijama
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Apstrakt
Rad istražuje primenu 8D metodologije za rešavanje problema u organizacijama, sa posebnim fokusom na IT kompanije i unapređenje kvaliteta usluga. Cilj rada je pružiti dublji uvid u samu metodologiju i proceniti njenu primenljivost u IT industriji. Iako prvenstveno razvijena za potrebe automobilske industrije, može se pretpostaviti da, zahvaljujući svojoj širokoj primeni, može naći svoje mesto i u drugim industrijama. Koristeći se teorijom kao osnovom i simulacijom procesa implementacije 8D metodologije, autori objašnjavaju njenu prikladnost za rešavanje velikog broja žalbi klijenata u uslužnoj IT kompaniji. Poseban akcenat stavlja se na značaj žalbi klijenata, na šta upućuju i standardi ISO 10000, kao i na analizu uticaja žalbi na proces rešavanja problema.
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Reference
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