Opinions of the consultants and certification houses regarding the quality factors and achieved effects of the introduced quality system

Abstract

U kreativnoj primjeni sustava kvalitete i ostvarenim učincima u organizacijama, veoma je važno sagledati ovo pitanje iz nekoliko kutova. Najčešći način promatranja je sa strane organizacije, ali ne smijemo zaboraviti ni one koji su sudjelovali u cjelokupnom procesu uvođenja i certificiranja sustava kvalitete u organizacijama. To su u prvom redu konzultanti i certifikacijske kuće. Osim njih, mogući kutovi promatranja su također i sa strane kupaca i dobavljača. U radu su prikazani rezultati o mišljenju konzultanata sustava kvalitete i certifikacijskih kuća o ostvarenim učincima, u organizacijama s uvedenim sustavom kvalitete, u Bosni i Hercegovini. Istraživanje je provedeno na 31 konzultantu i 11 certifikacijskih kuća gdje su prvo istraživana mišljenja konzultanata i certifikacijskih kuća o faktorima koji utječu na kvalitetu, a zatim su istraživana njihova mišljenja o ostvarenom učinku na 14 ponuđenih faktora (učinaka). Uvedeni sustav kvalitete u organizacijama u Bosni i Hercegovini, prema mišljenju konzultanata i certifikacijskih kuća, utjecao je na većinu razmatranih faktora, osim faktora koji se odnose na zaposlene i povećanje inovacija.In the creative application of quality system and achieved effects in organizations, it is very important to consider this issue from several angles. The most common way of viewing it is from the point of view of the organization, but we must not forget those who have participated in the overall process of introduction and certification of quality systems in organizations. These are primarily the consultants and certification houses. Besides them, the possible angles of observation are also coming from the point of view of customers and suppliers. This work presents the results on opinions of the consultants of quality system and certification houses about achieved effects in organizations with introduced quality system, in Bosnia and Herzegovina. The research was conducted on 31 consultants and 11 certification houses, where the opinions of consultants and certification houses about factors affecting the quality were studied firstly, and then followed by the opinions of consultants about achieved effect in 14 offered factors (effects). According to the opinions of consultants and certification houses, the introduced quality system in organizations in Bosnia and Herzegovina affected most of observed factors, except for the factors relating to the employees and increment of innovations