Komunikace – významný prostředek nespokojenosti managementu

Purpose of the article: Effective communication in an organization is one of the preconditions of its operation. The aim of the article is to point out the communication process in the complaints management, to emphasize importance of the communication in the business practice and the current state analyze of the communication in Slovak business subjects. The paper presents the partial results and conclusions of research carried out. Methodology/methods: The methodology of this study is based on the scientific methods of acquiring and processing data – observation, questionnaire, interview, qualitative methods (analysis, synthesis, induction, deduction, comparison, abstraction, etc.); quantitative methods (descriptive statistics such as frequency analysis, statistical analysis, confidence intervals) and graphical methods. Scientific aim: The scientific aim of the article is to prove the established differences between business subjects that are the result of systematic influence (for example quality management system, subject of business, duration of action in the market). Findings: The research results have revealed the strengths of business subjects and revealed the areas which need to be improved. In the first place, they should become aware of the fact that the communication process necessarily forms the part of the complaints management and is well founded. The positive effect also has implementation of the existing ISO 9000 series of standards into business practice, which was reflected in a higher level of complaints management. Conclusions: Following the knowledge of communication process and its functioning plus awareness of communication obstacles, it is possible to improve the effectiveness and the result of communication and by that affect the overall result of claim procedure. Therefore, communication can be considered as very significant element in the process of complaints and claims handling

V organizácii zameranej na kvalitu zákazníkom všetko začína aj končí

Príspevok pojednáva o význame a postavení zákazníka vo vzťahu k podnikateľským subjektom. Poukazuje na problémy komunikácie s nespokojným zákazníkom a riešenie prípadných sporov s ním. Prínos príspevku spočíva v zdôraznení významu monitorovania nespokojností zákazníkov, ale aj v odporúčaniach spojených so systémovým prístupom k organizácii a manažérstvu sťažností a reklamácií v organizáciách

Representativeness of the European social partner organisations : education sector

Aquesta publicació s'elabora a partir de les contribucions de cadascú dels membres nacionals que integren la Network of Eufound Correspondent. Pel cas d'Espanya la contribució ha estat realitzada per l'Oscar MolinaThis study provides information allowing for an assessment of the representativeness of the actors involved in the European sectoral social dialogue committee for the education sector. Their relative representativeness legitimises their right to be consulted, their role and effective participation in the European sectoral social dialogue and their capacity to negotiate agreements. The aim of Eurofound's representativeness studies is to identify the relevant national and European social partner organisations in the field of industrial relations in the EU Member States. This study identified the European Federation of Education Employers (EFEE - representing employers) and the European Trade Union Committee for Education (ETUCE - representing employees) as the most representative European-level social partner organisations in the education sector. The European Public Service Union (EPSU) and the European Confederation of Independent Trade Unions (CESI) also organise workers in the sector in several EU Member States and the UK

Standardization of Information Security Management System: ISO/IEC 27001:2005, ITIL®, CoBIT®

Information is currently the most important asset of modern companies. Its security is therefore very important and becomes the top priority of each company. Unfortunately, there is no simple recipe providing 100 % security of information. A company must apply the best security procedures with the aim to achieve an appropriate level of its information security. This paper presents and compares the most widely used approaches to Information Security Management System â?? ISO/IEC 27001:2005, BS 7799, ITIL® and CoBIT®. Each standard has its own scope, focus and target audience, which complement each other and play an important role in a company. The company should have an implemented methodological guidance of IT management to ensure a consistent approach to IT management and IT security. In addition to the standards and frameworks, other important players in the standardization of information security are e.g. AIM, BISLA®, CMMI®, ISO/IEC 15504â??x, AS8015, etc