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Lecturer(s)
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Bulíček Josef, doc. Ing. Ph.D.
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Molková Tatiana, prof. Ing. Ph.D.
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Novák Petr, Ing. BBA
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Course content
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Introduction to the QMS, the importance of quality generally, terminology. The historical development of views on quality, development of quality control systems (ISO9000, TQM, EFQM, process management). The specifics of transport processes and services. The cycle of service quality. Quality in transportation - example of standards, leaflets and directives. Requirements to quality. Indicators of quality freight and passenger transport. Quantification of quality indicators. Factors that influent quality of services, the impact of transportation system elements on final quality level. Bottlenecks in processes. Preventing of quality decreasing. Quality assessment methods. QMS in transportation - examples. Measuring in Quality Management Systems. Measurement of satisfaction and loyalty. Analysis of value for customer.
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Learning activities and teaching methods
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Monologic (reading, lecture, briefing)
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Learning outcomes
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The aim of the subject is to introduce basic principles of quality control and the possibilities of its implementation into transport company conditions. The importance of quality in transport range. The introduction of factors which influent the final quality, identification of quality measures. Possibilities of quality control.
After passing the subject, the student is able to apply basic quality management principles in carrier's company and participate on quality management system creation.
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Prerequisites
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unspecified
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Assessment methods and criteria
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Oral examination
The credit confirms that the student has attended the lessons in certain frequency and that has fulfilled all requirements. The conditions of credit awarding depend on the teacher. The examination (form, content, length) is given by "Study and Examination Order".
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Recommended literature
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Mojžíš, Vlastislav . Kvalita dopravních a přepravních procesů. Pardubice: Univerzita Pardubice, 2003. ISBN 80-86530-09-4.
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