Systemic and organizational barriers to service quality improvement in local government administration

The objective of this paper is the identification of the main systemic and organizational barriers to the improvement of the quality of services provided by local government administration with special emphasis on the processes of administrative services provision. The article is based on the results of literature analysis as well as the results of audits conducted in local government offices (in the process system). The research indicates that there exist a number of barriers connected with the functioning of quality management systems. The most significant ones include the following: absence of identified customer requirements, neglect of quality requirements reviews, absence of proper supervision over external processes, limited awareness of the importance of preventive and corrective measures, misinterpretation of ISO standard criteria, performance of activities which do not create added value, mistaking quality audits for inspections. The main organizational barriers comprise the following: absence of the process approach and absence of knowledge of the so-called key processes, which is visible in the incorrect designing of organizational structures and an excessively developed bureaucratic document circulation system

Punishment for poor product quality : qualitative research results

Purpose: The primary purpose of this paper is to identify the reasons for punishing employees, with particular focus on punishment for the poor quality of services, products and work. The author is also interested in employees’ personal experience relating to the process of receiving punishment. Design/methodology/approach: A literature review was carried out to find out the state of the research on the subject. It was conducted according to the research methodology proposed by J.W. Creswell (2013). A qualitative approach was used in the empirical part of the research. It had been chosen in view of the fact that the problem under examination was poorly recognised and, consequently, it would be difficult to extract variables or provide precise definitions of the relevant concepts. Findings: Punishment is administered for any deviation from rules and standards, poor service, serious misconduct, non-compliance with health and safety regulations, and even criminal incidents. Punishments for poor quality account for a small proportion of all penalties. Employees accept punishment if it is based on objective criteria. Research limitations/implications: A literature review is not a perfect way to obtain information. Previous research has been conducted in different organisations and in different cultures. Secondly, it is important to remember the limitations inherent in qualitative research. The interpretation of data obtained through interviews depends on the structure of interviews. Practical implications: Based on the presented research findings, people managing organisations gain knowledge of the negative consequences of punishment and the lack of objective criteria for quality assessment. Originality/value: The problem of punishment for the poor quality of services or products has not been researched extensively so far

An attempt to estimate the social value resulting from making cultural heritage available in the form of a tourist product

Cultural heritage tourism is a multidimensional tourist activity because, apart from the advantages associated with practicing tourist activity, it is particularly associated with cognitive motives when it comes to practicing it, and even with discovering cultural identity. Such an activity has a specific value in relation to the adopted perspective. Researchers often attempt to determine the value that a tourism-related product has for the customer (tourist). Sometimes, it is defined as the value captured by the entity providing the tourism product. However, it is extremely rare for research to assess the social value of tourism. The aim of this work is to identify issues that can be used in measuring the social value resulting from cultural heritage made available in the form of a tourist product. The authors review the literature on cultural heritage and cultural identity, and then use a particular methodology to develop a tool for assessing social value. To develop their own research tool, the authors use the results of research conducted in 2021/2022 among managers of 70 cultural heritage tourism facilities in Europe. As a result, a tool was created that includes six statements that can contribute to the assessment of the social value resulting from the provision of material cultural heritage in the form of a tourist product. The reliability of the tool was estimated at 0.69 and its standardized rating at 0.71. The social value of cultural heritage, in the opinion of experts, achieved an average rating of 4.06 (on a scale from 1 to 5), with the 6-item version of the tool attaining an average rating of 4.10. Taking into account the usefulness of the proposed solutions, remember that the paper reflects only the European vision, which is one of many possible views

The application of selected quality tools in analysing the reasons for discrepancies in wet refractory mortar manufacture

The basic objective of this paper is to present the possibilities of applying selected quality tools in analysing the reasons for discrepancies as exemplified by the process of manufacturing wet refractory mortars. Using various methods and tools, the authors looked for the root causes of a quality rejects occurrence. The following selected methods and tools were used: analysis of variance - ANOVA, the individual moving range (I-MR) chart, SIPOC process mapping, analysis of regression, identification of potential root causes of a problem - 7M, Gauge Repeatability and Reproducibility (GRR). The paper shows how it is possible to search for the causes of quality rejects by means of deliberately selected tools and methods and to successfully decrease the number of discrepancies after introduction of the appropriate corrective actions. The authors indicate how it is possible to analyse the processes of manufacturing wet refractory mortars and what can be done in the situation when a faulty measuring system (returning seriously erroneous results) is the reason for a lack of or lower detectability of wet mortar flaws as it has affected the accuracy of feeding of all components of the recipe, as well as the consistency, moisture content, and hardness/softness of mortar. The collected analysis results allowed the authors to conclude that there were seven probable root causes influencing the hardening of mortar and the loss of its primary functions. This paper could be useful for those wet refractory mortars manufacturers who find it difficult to build their knowledge about product properties based on available publications sources

Possibilities of using quality management systems to undertake innovation activities in an organisation belonging to the chemical industry

Purpose: The main objective of this article is to identify the possibilities of using quality management systems to undertake innovation activities in an organisation representing the chemical industry. Design/methodology/approach: A literature review was carried out to find out the state of the research on the subject. It was conducted according to the research methodology proposed by J.W. Creswell (2013). Ten employees from one of the key departments of an organisation belonging to the chemical industry were interviewed. Findings: The interviewees are of the opinion that their organisation’s quality management system is a useful tool. However, if the system is to support innovation activities, employees should be trained more extensively, they should be provided with information on the potential benefits of quality improvement and innovations, competitions for best organisational solutions should be organised and the quality management system itself should be improved so that it is less documentation-intensive. Research limitations/implications: A literature review is not a perfect way to obtain information. Previous research has been conducted in different organisations and in different cultures. Secondly, it is important to remember the limitations inherent in qualitative research. Practical implications: Based on the results of the research, those responsible for the functioning of management systems can take appropriate measures aimed at increasing the scope of innovation activities of employees. Originality/value: Quality management systems conducive to innovation activities in the chemical industry are not a frequent research topic

Bonus for quality of products and services in the TQM concept : the problems of reality and justice

The article discusses the importance of remuneration systems in organizations using Total Quality Management (TQM) and presents the current state of knowledge regarding the role of remuneration systems in quality improvement. The main objective of this paper is to determine the role played by (rarely researched) bonus systems in the process of motivating employees to improve product and service quality. Firstly, the authors indicate to what extent quality criteria are included in the designing of remuneration systems. Secondly, they provide employee feedback on how motivating their pay systems are. Thirdly, they determine to what extent different pay solutions are assessed as fair. Findings: decisions on bonus granting are based on not only objective product/service quality criteria but also opinions such as assessments made by superiors and criteria such as zero work-related accidents, zero sickness absences, or customer satisfaction levels. Thus, it is difficult to assume that bonus granting criteria are completely fair. The conducted analysis shows that a considerable group of the respondents consider bonus awarding as a source of perceived injustice. The most important factors influencing employee motivation include commendations from superiors (in service enterprises) and the possibility of self-control in production enterprises. Contributions: the conducted research extends the knowledge of the role of bonus systems in processes aimed at improving the quality of services and products

Quality in the selected management concepts

The article presents the status of quality in various management concepts (in outsourcing, supply chain management, TQM). It has been assumed that quality status defines the function and/or the significance of quality in the ORGANIZATION management concept. The carried out studies have demonstrated that the term of quality is most frequently defined in the TQM concept (even though also in this case there are definition disputes). In the remaining concepts of pro-quality management authors refer most often to definitions given by the TQM precursors. The authors describe the role of quality (various approaches) and the fundamental determinants of achieving quality in selected management concepts

Quality management and organizational behaviour

Artykuł omawia podstawowe przejawy zachowań organizacyjnych w firmach stosujących systemy zarządzania jakością według norm ISO oraz koncepcję zarządzania przez jakość. Autor uznaje, że wdrażanie i utrzymywanie systemów zarządzania jakością wpływa na określone zachowania pracowników (głównie pełnomocników ds. systemów zarządzania jakością i audytorów). W opracowaniu przestawiono aktualną praktykę zarządzania jakością (stosowanie znormalizowanych systemów zarządzania jakością, wykorzystanie narzędzi, technik i metod zarządzania jakością, implementacja kryteriów zawartych w modelach doskonałości). Omówiono zachowania: obywatelskie i kliencie, egoistyczne i kooperacyjne, etyczne i nieetyczne, elastyczne i sformalizowane, przywódcze - pozytywne i negatywne. Charakteryzując źródła różnych zachowań, wybrano najważniejsze ich przyczyny: postawy audytorów zewnętrznych, zróżnicowane motywy wdrażania systemów, zaangażowanie kierownictwa, istniejące procedury współpracy w łańcuchu dostaw. Zwrócono uwagę na ograniczenia prezentowanych treści i sformułowano zalecenia praktyczne dla organizacji stosujących różne systemy i koncepcje zarządzania jakością.The article discusses the basic aspects of organizational behaviour in companies using quality management systems in accordance with the ISO standards and applying the Total Quality Management concept. The author claims that the implementation and maintenance of quality management systems influences the particular forms of employees' behaviour, andquality management system representatives and auditors in particular. The article presents the current practice of quality management, i.e. the use of standardized quality management systems; the application of quality management system instrumentation, techniques and methods; the implementation of criteria included in excellence models. The following types of behaviour are discussed: civic and client, egoistic and cooperative, ethical and unethical, flexible and formalized, positive and negative with respect to leadership. Describing the sources of various types of behaviour, the author presents their most significant causes: attitudes of external auditors, diversified motives for the implementation of quality systems, the top management's involvement, and the existing cooperation procedures within the supply chain. The author focuses also on limitations concerning the discussed issues and formulates practical recommendations for organizations using various quality management systems and concepts

Customer satisfaction in retail banking : current and future research trends

The article discusses current trends and directions of research related to diagnosing the level of customer satisfaction in retail banking. The authors review the literature and organize the main research areas. In addition, they undertake a discussion and review of current directions of customer satisfaction studies and propose new directions resulting from current research gaps. The problem of customer satisfaction surveys has been presented both ways - from the research and scientific perspective, as well as from the viewpoint of customer satisfaction surveys completed by one of the biggest banks in the worl

Systemic and organizational barriers to service quality improvement in local government administration

The objective of this paper is the identification of the main systemic and organizational barriers to the improvement of the quality of services provided by local government administration with special emphasis on the processes of administrative services provision. The article is based on the results of literature analysis as well as the results of audits conducted in local government offices (in the process system). The research indicates that there exist a number of barriers connected with the functioning of quality management systems. The most significant ones include the following: absence of identified customer requirements, neglect of quality requirements reviews, absence of proper supervision over external processes, limited awareness of the importance of preventive and corrective measures, misinterpretation of ISO standard criteria, performance of activities which do not create added value, mistaking quality audits for inspections. The main organizational barriers comprise the following: absence of the process approach and absence of knowledge of the so-called key processes, which is visible in the incorrect designing of organizational structures and an excessively developed bureaucratic document circulation system