The paper presents the results of research aimed at assessing the level of satisfaction of individual customers of a company offering Internet access services. The study was conducted using the CSI (Customer Satisfaction Index) method. The study process consisted of 2 stages. The first study conducted in 2017 identified customer requirements and revealed insufficient customer satisfaction with the services provided to date. The analysis of the CSI revealed that customer satisfaction in these areas was not the highest. This state of affairs forced the company to carry out a broad improvement program, which is characterized in this paper. The second study was conducted (in 2019) a year after the implementation of the changes. Owing to this, it was possible to compare customer satisfaction ratings and the customer requirements, as well as to assess the effectiveness of the improvement measures taken. The study allowed to broaden the knowledge about the analyzed service in terms of methods of its measurement and factors having a decisive influence on its quality and efficiency. The service under analysis has been effectively improved.
The objective of this article is to present the results of research concerning the assessment of the actually implemented Quality Policy in social and cultural area of selected industrial enterprises. In the first part of the article, the essence of the Quality Policy and its implicational meaning for the functioning of the enterprise in the scope of quality were described. What is more, the study also contains the problems associated with analyzing the quality policy. The main part of the article contains the results of research carried out in the years 2015-2019 among 166 industrial enterprises carrying out their activity in Poland. The objective of the research was the assessment of the actually implemented quality policy in the enterprises. The data was obtained on the basis of survey carried out among representatives of middle management in each enterprise. Statistical analysis of the results allowed to assess the quality policy in groups of enterprises depending on their size, management system and the so-called level of independence in management.
This article presents the issues of quality research and improvement of logistics processes in the area of distribution of one of selected industrial enterprises. The case described concerns the producer of raw chemical materials, who acts as a supplier for industrial customers. The studied company, due to dynamic changes in product demand, very often outsources the distribution of raw materials to external transport companies. This solution results in limited supervision over commissioned processes, which may lead to increased probability of customer dissatisfaction. The article presents the results of the study of the quality of logistic processes implemented or commissioned in the examined enterprise. The assessment was based on the results of the customer satisfaction survey and the results of the analysis of received complaints regarding deliveries. Analysis of the causes of complaints allowed to identify the actions necessary to improve the quality of logistics processes. This article contains, among others, the criteria for the assessment of transport service providers and a set of recommendations to reduce the risks associated with logistics processes of deliveries.
The article describes the effects of the improvement of the production process which one of the industrial enterprises obtained by implementing the method of Autonomous Maintenance (AM), which is one of the pillars of the concept of Total Productive Maintenance (TPM). AM method was presented as an aid to the formation of intelligent, self-improving procesess of the quality management system (QMS). The main part of this article is to present results of studies that have been conducted in one of the large industrial enterprises in Poland, manufacturing for the automotive industry. The aim of the study was to evaluate the effectiveness of the implementation of the AM method as a tool for selfimprovement of industrial processes in the following company. The study was conducted in 2015. The gathering and comparison of data from the period of two years, ie. the year before and the year after the implementation of AM, helped to determine the effectiveness of AM in building intelligent quality management system.
The paper deals with the use of Lean Manufacturing tools in improving the production process of car arm rests in a car manufacturing company in Poland. The article describes the original condition of a single production process of assembling ready pieces to produce car arm rests. The original condition was assessed and described with the use of some basic Lean indicators and value stream mapping. The aforementioned tools allowed to assess the process condition and to identify the organizational issues and their sources. It also enabled to reorganize the process and increase its efficiency. The further part of the article describes the results of improvement actions. The process assessment was held and improvements introduced in the first quarter of 2018.
Many innovative environmental technologies never reach the market because they are new and cannot demonstrate a successful track record of previous applications. This fact is a serious obstacle on their way to the market. Lack of credible data on the performance of a technology causes mistrust of investors in innovations, especially from public sector, who seek effective solutions however without compromising the technical and financial risks associated with their implementation. Environmental technology verification (ETV) offers a credible, robust and transparent process that results in a third party confirmation of the claims made by the providers about the performance of the novel environmental technologies. Verifications of performance are supported by high quality, independent test data. In that way ETV as a tool helps establish vendor credibility and buyer confidence. Several countries across the world have implemented ETV in the form of national or regional programmes. ETV in the European Union was implemented as a voluntary scheme if a form of a pilot programme. The European Commission launched the Environmental Technology Pilot Programme of the European Union (EU ETV) in 2011. The paper describes the European model of ETV set up and put to operation under the Pilot Programme of Environmental Technologies Verification of the European Union. The goal, objectives, technological scope, involved entities are presented. An attempt has been made to summarise the results of the EU ETV scheme performance available for the period of 2012 when the programme has become fully operational until the first half of 2016. The study was aimed at analysing the overall organisation and efficiency of the EU ETV Pilot Programme. The study was based on the analysis of the documents the operation of the EU ETV system. For this purpose, a relevant statistical analysis of the data on the performance of the EU ETV system provided by the European Commission was carried out.
The article focuses on evaluation of human reliability in the human - machine system in the railway industry. Based on a survey of a train dispatcher and of selected activities, we have identified risk factors affecting the dispatcher‘s work and the evaluated risk level of their influence on the reliability and safety of preformed activities. The research took place at the authors‘ work place between 2012-2013. A survey method was used. With its help, authors were able to identify selected work activities of train dispatcher’s risk factors that affect his/her work and the evaluated seriousness of its influence on the reliability and safety of performed activities. Amongst the most important finding fall expressions of unclear and complicated internal regulations and work processes, a feeling of being overworked, fear for one’s safety at small, insufficiently protected stations.