Abstract
Nowadays, companies face numerous challenges to operate successfully and remain competitive in the market. Globalization is increasing competition in the market, allowing many companies to operate in foreign markets. Increasing competition has made companies constantly trying to increase their productivity while reducing costs. To meet all the requirements, and at the same time function in the best possible way, companies must be organized adequately, taking into account the whole set of processes from the company's internal organization to the company's appearance on the market. It means, if the end-user is to be satisfied, the company must implement quality in all phases of business, ie business ethics and company culture, through the quality of technology, personnel, etc. In other words, it must be satisfied the system quality of the company, known in the literature as QMS (Quality Management System). The main purpose of this paper is to review the multiple understanding of the concept of QMS and its different underpinning theories in a business to customer context. The design of this research is based on mere documentary analysis and some observations.
Highlights
One of the important tasks of today's business is to understand customers, recognize their needs and desires, meet them, and at the same time try to exceed their expectations
A set of tools and processes whose outputs bring consumer satisfaction and continuous improvement is the philosophy of Total Quality Management
The basis of TQM is the principles of the Quality Management System - QMS, which we discuss in this paper
Summary
One of the important tasks of today's business is to understand customers, recognize their needs and desires, meet them, and at the same time try to exceed their expectations. The view of the customer or service user is taken as the basis for defining the new quality concept. Quality has grown out of a fundamentally new, scientific view of work. It is not the scientific management of Frederick Winslow Taylor from the early twentieth century, who first applied scientific methods to rationalize and increase labor productivity and described them in his books [1]. A set of tools and processes whose outputs bring consumer satisfaction and continuous improvement is the philosophy of Total Quality Management. Concept holders of TQM (Total Quality Management) in the company are all employees. All employees are responsible for reaching quality standards According to this concept, formal control systems are abolished. The basis of TQM is the principles of the Quality Management System - QMS, which we discuss in this paper
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