Adequacy, suitability, effectiveness and efficiency of quality management systems: How to perceive and assess them?

Purpose: The paper brings set of original information related to the ISO 9001: 2015 standard's requirements focused on assessment and review of quality management systems adequacy, suitability and effectiveness. Methodology/Approach: Brainstorming, field research, seminars, comparative literature analysis, interviews and design review were used. Findings: According to the ISO 9001: 2015 the quality management systems adequacy, suitability and effectiveness must be assessed and reviewed, in spite of the terms adequacy and suitability are not defined at the ISO 9000: 2015 standard at all. Also literature review has discovered serious absentation in this area of interest. Additionally: the most of organizations managers (including quality professionals) do not understand these features of the modern quality management systems. Research Limitation/implication: Special research activities focused on perception and practical using the quality management systems adequacy, suitability and effectiveness assessment and review was performed on sample of 172 Czech organizations (with 30 % response rate). A hypotheses described by Fig. 1 below cannot be confirmed as relevant data are unobtainable from Czech organizations at present. Originality/Value of paper: The paper brings original set of information, regarding to definitions of terms as well as development of the quality management systems adequacy, suitability and effectiveness assessment and review at different types of organizations.Web of Science202523

The new EFQM model: What is really new and could be considered as a suitable tool with respect to Quality 4.0 concept?

Purpose: The paper offers a set of original information based on critical analysis of description two last versions of excellence models presented by the European Organisation for Quality Management (EFQM). The principle goal is to present the main advantages and weaknesses of the latest version of The EFQM Model, especially from a practical point of view with respect to a Quality 4.0 era. Methodology/Approach: Comparative analysis of two relevant documents (EFQM, 2012; EFQM, 2019a) was used as a key method. Discussions with 18 quality professionals from Czech production organisations served as a complementary approach. Findings: The basic structure of a new model was completely changed. But the description of certain recommendations by way of guidance points are superficial and confusing. It lays stress on the necessity to transform organisations for the future as well as on comprehensive feedback from key stakeholders. Research Limitation/implication: The latest version of The EFQM Model was published in November 2019, and general knowledge related to this version is naturally limited. Published studies or publicly available experience completely absent. That is why a more in-depth literature review focused on the latest version of The EFQM Model could not be included in this text. Originality/Value of paper: The paper brings an original set of information that was not published yet before. The value of this set should be examined not only from theoretical but primarily from a practical viewpoint.Web of Science241281

Organizational excellence: approaches, models and their use at Czech organizations

Purpose: The paper brings a set of original information related to analysis and description of the current state in the area of excellence models implementation in Czech organisations. It defines these terms, analyses results of special research in Czech organisations and proposes a comprehensive and generic framework how to achieve the organisational excellence. The principal goal of this paper is to present the main possibilities, benefits, limitations and risks related to the practical use of excellence models in Czech organisations. Methodology/Approach: Brainstorming conferences, field research and relevant data analysis, seminars with quality professionals and other managers, comparative literature analysis and interviews were used to reach the principal goal. Findings: The organisational excellence concept is now widely discussed and implemented throughout the world. Unlike, the real situation in most Czech organizations is rather else. Level of knowledge and overall people awareness related to this concept and various excellence models is very low. This finding supports the assumption that is necessary to change company culture towards never-ending excellence effort in Czech organisations by way of systematic knowledge (including best practices) sharing among all levels of organizations staff. Research Limitation/implication: Special research activities focused on analysis and description of current state in area of excellence models implementation, which was performed on a sample of 321 Czech organisations (with more than 20% response rate). Such level of response rate was seriously influenced by the fact that practical use of various excellence models in Czech organisations is rather limited in present days. However, we can suppose the obtained results should be valid or interesting also for another organization, not only in the Czech Republic. Originality/Value of paper: The paper brings an original set of information from special market research as well as the development of a creative and generic framework of the organisational excellence tailored to Czech organisations. Category: Research paperWeb of Science222644

A study of quality assessment in higher education within the context of sustainable development: A case study from Czech Republic

Quality has become an increasingly important and critical success factor at higher education institutions, particularly universities. Numerous discussions have been held about education quality in the context of sustainable development. However, the quality of that education strongly depends on the overall quality of the management system which operates at schools. The principal aim of this article is to present the approaches to the quality management systems' development and their assessment at universities, and share some lessons learned from this area of research. Some possibilities of the ISO 9001 standard's implementation, as well as the application of excellence models as a response to community demands, will be discussed, especially in the context of the recently-introduced Act No. 111/1998 Coll on Higher Education Institutions, which requires quality assurance and quality evaluation. A case study from The VSB-Technical University of Ostrava shows approaches, results and effects of the quality management system implementation.Web of Science1211art. no. 476

Closed-loop quality management systems: Are Czech companies ready?

Purpose: The paper brings set of original information related to the next quality management systems development with regard to digitalisation and other features of new era. It proposes basic structure of closed-loop quality management systems (CLQMS) as a mixture of internal, external, horizontal and vertical loops. Methodology/Approach: Comparative literature analysis, standards' analysis, brainstorming, field research, interviews and design review were used. Findings: Information flows are counted as vital part of all advanced closed-loop quality management systems. Authors established definition of CLQMS. 209 of various requirements related to information exchange were discovered through study of ISO 9001:2015, IATF 16949:2016 and EFQM Model, version 2020. These requirements should create a basic platform for CLQMS establishing and development. Authors performed an empirical field research which. Confirmed that current readiness of Czech production companies for CLQMS implementation is insufficient, despite the automotive sector reaches a higher level of such readiness. Research Limitation/Implication: The field research was performed in time span accompanied by stern measures caused by COVID-19. The only English language literature resources were considered for a literature review. Originality/Value of paper: The paper brings original set of information, regarding to definition of the CLQMS, findings from special field research.Web of Science262877

Complex customer loyalty measurement at closed-loop quality management in B2B Area - Czech example

The main objective of this article is to present our proposal of complex customer loyalty measurement within external feedback loops as a response of Industry 4.0 concept in the area of advanced quality management for business-to-business (B2B) relationships, as customer loyalty and organisational sustainability are two critical factors for long-term success. To reach the goal, deep literature analysis, special field research, interviews with specialists, and development of a new model of closed-loop quality management systems, which are created for Quality 4.0 environment, were used. A new term, complex customer loyalty, is introduced, and twelve basic steps of its measurement are briefly explained, including a set of loyalty indicators, all regarding specific characteristics of B2B context. Special research confirmed that only about 15% of Czech organisations use some systematic approach to customer loyalty measurement within B2B area. In the majority of Czech B2B organisations, closed-loop quality management systems are mostly in early phases of their development. However, there is no doubt that complex customer loyalty measurement will be an important part of these systems. The proposals presented in this article are mostly universal and should be applied not only to Czech companies.Web of Science135art. no. 295

Quality 4.0 maturity assessment in light of the current situation in the Czech Republic

Production companies throughout the world are currently facing challenges with the extensive transformation of their processes with regard to digitalisation and other features of Industry 4.0. Simultaneously, traditional quality management processes must be significantly changed, and the umbrella term "Quality 4.0" is used to represent this transformation. Many companies, including Czech enterprises, are still struggling with the concept of Quality 4.0, as there are a lot of uncertainties, misunderstandings, and false approaches. Additionally, a lot of questions arise about how to provide an objective and comprehensive assessment of the company's maturity or readiness for Quality 4.0. Therefore, the main objective of this article is to present our proposal of a framework and methodology on how to assess and measure the maturity level for the implementation of Quality 4.0. This proposal will be supplemented by a presentation of the main results obtained from a special field study, which was conducted at Czech production companies with the aim of obtaining a representative set of information showing their readiness to adopt Quality 4.0 and convert existing quality management systems into the new era. The authors also identify some research gaps, including the necessity to confirm the mutual relationship between the dimensions and items of Quality 4.0 and the sustainable development of companies or society.Web of Science1412art. no. 751

Certification of Persons as a Tool for the Development of Professional Qualifications of Persons in Occupational Safety and Health Management Systems

Systémy managementu bezpečnosti a ochrany zdraví při práci, splňující požadavky ČSN OHSAS 18001 vyžadují, aby byla garantována a prokazována odborná způsobilost personálu. Celosvětově respektovaným přístupem k prokazování odborné způsobilosti lidí je tzv. personální certifikace, jejíž postupy jsou v současné době v Evropě harmonizovány. Příspěvek seznamuje s podstatou a postupy certifikace manažerů a auditorů systémů managementu bezpečnosti a ochrany zdraví při práci, analyzuje výhody a požadavky s tím spojené a zasazuje certifikaci osob do systémového prostředí, tvořeného standardem ČSN OHSAS 18001.Occupational health and safety management systems which fulfil the ČSN OHSAS 18001:2008 (or BS OHSAS 18001:2007) standard requirements must also ensure that persons performing tasks that can impact on this management system are fully competent. The level of this competence should be assessed. A certification of persons is world-wide recognized approach to conformity assessment in the field of people competence at present. The article brings set of information about framework and procedures of personal certification for positions of OHSAS management system managers and auditors. It also analyses advantages and requirements of this process and certification of persons inserts into systems environment based on ČSN OHSAS 18001:2008 (or BS OHSAS 18001:2007) standard

Complex Customer Loyalty Measurement at Closed-Loop Quality Management in B2B Area—Czech Example

The main objective of this article is to present our proposal of complex customer loyalty measurement within external feedback loops as a response of Industry 4.0 concept in the area of advanced quality management for business-to-business (B2B) relationships, as customer loyalty and organisational sustainability are two critical factors for long-term success. To reach the goal, deep literature analysis, special field research, interviews with specialists, and development of a new model of closed-loop quality management systems, which are created for Quality 4.0 environment, were used. A new term, complex customer loyalty, is introduced, and twelve basic steps of its measurement are briefly explained, including a set of loyalty indicators, all regarding specific characteristics of B2B context. Special research confirmed that only about 15% of Czech organisations use some systematic approach to customer loyalty measurement within B2B area. In the majority of Czech B2B organisations, closed-loop quality management systems are mostly in early phases of their development. However, there is no doubt that complex customer loyalty measurement will be an important part of these systems. The proposals presented in this article are mostly universal and should be applied not only to Czech companies