Strategije za unapređenje kvaliteta i metode za inovacije usluga
Strategies for improving quality and methods for innovation services
Apstrakt
Savremeni koncepti poslovanja uslužnih organizacija, fokusiraju svoja istraživanja na merenje kvaliteta usluga i indentifi kovanje grešaka. Cilj strategija je unapređenje kvaliteta. Marketig koncepti pokazuju da stalno kreiranje novih proizvoda i izmene karakteristika na starim proizvodima, omogućava tržišnu strategiju koja podstiče razvoj delatnosti. Rad se fokusira na unapređenje usluge korišćenjem strategija koje mogu da inoviraju i unaprede usluge. Rad nastoji da demostrira jedno od mogućih posmatranja i važnosti performanse, kombinovano sa blueprinting-om usluga i benchmarking-om korisnim strategijama za unapređenje i inovaciju usluga.
Abstract
Contemporary concepts of business of service organisations, focus their researches on measuring quality of the services and identifi cation of mistakes. The aim of strategies is the improvement of quality. Marketing concepts shows that the constant creation of new products and the modifi cation of characteristics on the old products, makes possible market strategy that stimulates development of activities. This paper is focusing on the improving of service using the strategies that can innovate and improve the services. Paper seeks to demonstrate one of possible observations and importance of performance, combined with blueprinting of services and benchmarking as a useful strategies for improving and innovation of services.
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